Helpdesk Specialist

Leidos•Fort Belvoir, VA

1d•$65,650 - $118,675

About The Position

Leidos is seeking an experienced Helpdesk Specialist in Fort Belvoir, VA, to support a large, high-profile DOD contract. As a key member of the Service Desk team, you will provide critical IT support that enables the agency's Information Management & Technology Directorate (ITD) to consolidate, modernize, and innovate service delivery for mission partners in CONUS and OCONUS locations. In this role, the successful candidate will provide comprehensive IT Service Desk support, including installing, operating, maintaining, and troubleshooting classified and unclassified systems. You will serve as an essential point of contact for technical triage, resolution, and escalation, ensuring a high level of customer satisfaction. Clearance: Must have an active DOD TS/SCI clearance. (U.S. Citizen Required)

Requirements

Bachelor’s Degree with 4+ years of relevant experience or a Master’s Degree with 2+ years of experience. (Additional, specific experience will be considered in lieu of a degree).
Must have an active DOD TS/SCI clearance.
Must possess an Information Assurance Technician (IAT) Level II certification.
Experience in IT customer service, including at least two (4) years of experience with an IT ticketing system (Remedy, ServiceNow, etc.).
One (1) year of experience using remote desk takeover tools.
Demonstrated experience in meeting service level goals and targets.

Nice To Haves

Experience with ServiceNow.
Experience supporting Office 365 and remote desktop applications.
Background in Windows Server or Cisco networking environments.
Certification in a process-based framework such as ITIL, HDI, or CompTIA.

Responsibilities

Serve as an initial point of contact for IT-related incidents and service requests, providing timely and effective support via phone, online channels, and deskside visits.
Perform technical triage, troubleshoot complex user-facing issues, and apply correct fixes or workarounds to restore service.
Provide support for new employee onboarding, including the setup of all ADPE (monitors, VDI, laptops, phones, printers) and ensuring connectivity to required applications and services.
Analyze, troubleshoot, and resolve assigned tickets in Remedy and/or ServiceNow, adhering to established allocation processes.
Diligently document all work, communications, and resolutions within the ticketing system to ensure data integrity and a clear audit trail.
Ensure all assigned tickets are managed effectively to meet or exceed the program’s AQL/SLA commitments.
Follow ITIL-based processes for incident and request management, escalating issues to appropriate teams when necessary.
Deliver a high standard of customer service, communicating clearly and professionally with all personnel.
Document and communicate service degradations or outages to affected users and contribute to resolution efforts.
Create and refine Knowledge Base Articles (KBAs) to empower users and improve first-contact resolution rates.