Helpdesk Specialist Tier 2

Cb•Ft Belvoir, VA

2d•Onsite

About The Position

SarelaTech is seeking an Desktop Systems Lead /Senior Desktop Systems Analyst to support large-scale migration and operations on a large, high-profile DOD contract in Fort Belvoir, VA OR Albuquerque, New Mexico. The I3TS program provides enterprise-wide IT support to enable DTRA’s Information Management & Technology Directorate (ITD) to consolidate, modernize, and continuously innovate the delivery of IT services and mission capabilities to DTRA’s internal and external mission partners operating in CONUS and OCONUS locations.

Requirements

Bachelors Degree with 8 – 12 years of prior relevant experience or Masters with 6 – 10 years of prior relevant experience. May possess a Doctorate in technical domain. Additional experience will be considered in lieu of a degree.
Current 8140 (Previously 8570), IAT Level II (SEC+ or equivalent) prior to your start date with Leidos, as well as ability to maintain certification for duration of assignment to the DTRA I3TS contract.
4+ years of experience in enterprise systems administration, IT Service Desk Customer Service.
Demonstrated experience utilizing ITSM enterprise suites (e.g., ServiceNow) for incident governance, infrastructure tracking, and root-cause analysis.

Nice To Haves

Systems or network administration experience in Windows 11 Operating System and/or Linux environments.
Familiarity with automated call distribution systems.
Certification in a process-based platform including programs equal to ITIL, HDI, CoBIT, Lean Six, Six Sigma,etc.

Responsibilities

Coordinate Desktop Installation projects by Organizing the implied tasks and equipment needed to complete tasks
Evaluate enterprise peripheral integration, establish SCIF workstation security standards and integrate Printers
Design, configure, and maintain enterprise endpoint systems and deploying OS Images
Leads by example and trains new desktop system analysts on how to perform root cause analysis for Endpoints and Printers
Demonstrated outstanding customer service and follow up to customers for their care
Optimize virtual desktop infrastructure (VDI) configurations provide root cause analysis
Understands compliance of information systems security and assurance
Deployment, imaging, troubleshooting connection issues of Endpoints for IT Service Desk mission tasks in the DTRA SCIF areas.
Deployment of the new Printers in SCIFs and various locations in DTRA.
Document updates for Microsoft Planner Dashboards to keep Leadership informed of tasks
Perform root-cause system performance analysis and establish enterprise incident mitigation strategies to deliver permanent resolution
Direct and mentor junior desktop system analysts
Oversee queue management and ensure SLAs and response times are met
Act as the primary escalation point for complex technical tickets
Perform root cause analysis on Endpoints and Printers
Diagnose complex Operating System issues (Windows) and device driver conflicts
Oversee workstation refresh programs, data migrations, and OS imaging
Coordinate peripheral deployments (enterprise printers, AV systems, mobile devices)
Partner with network and cybersecurity teams to enforce IT security policies
Draft and maintain standard operating procedures and technical playbooks