Tier 1 Service Desk Analyst

Leidos•Fort Belvoir, VA

21h•Onsite

About The Position

Leidos is seeking an Intermediate Service Desk Analyst to support large-scale migration and operations on a large, high-profile DOD contract. 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. In this role, a successful candidate will provide IT Service Desk support installing, operating, maintaining, troubleshooting, administrating, and applying cybersecurity defense of data and applications hosted in the DTRA Data Center on both the classified and unclassified systems. You will serve as the initial point of contact for IT-related problems and incidents. In this capacity you will provide phone, virtual and walk up support to users, performing technical triage, troubleshooting, resolving issues, and following escalation protocols as necessary.

Requirements

Bachelor’s Degree with 4+ years of relevant experience or a Masters Degree with 2+ years of experience. Additional experience will be considered in lieu of a degree.
Active DOD TS/SCI Clearance.
Information Assurance Technician (IAT) Level II
Experience in IT customer service environment including two (2) years of IT ticketing system experience and one (1) year of experience in remote desk administration tools and usage
Experience meeting service level goals and targets.

Nice To Haves

Experience with Office 365, remote desktop applications, and experience with Windows Server and Cisco networking
Certification in a process-based platform including programs equal to ITIL, HDI, CoBIT, Lean Six, Six Sigma,etc.

Responsibilities

Provide great and prompt customer service to DTRA personnel by assisting them with IT-related issues
Document and communicate degradation of services or outage issues information to customers and help with resolution
Analyze, troubleshoot, and resolve incidents and SC Tasks based on the Service Desk operating procedure
Follow ITSM and ITIL processes to ensure quality of services and prompt resolution
Ensure your assigned incidents stay within the program’s AQL/SLA commitments
Open, update, and resolve incidents in Service Now
Ensure all incidents and SC Tasks are properly documented
Create and/or coordinate the development of Knowledge Base Articles (KBA)
Troubleshoot complex problems and able to derive root causes and apply correct fixes or workarounds
Provide support for new employees setting up Government Furnished Equipment (ex. Monitors, keyboard, mouse, VDI, laptop, phone, printer, VTC suite), ensuring network connectivity, and any unresolved account administration providing access to the necessary websites, applications, or services