Service Desk Engineer (Tier 3 Support)

Leidos • Washington, DC

278d • $80,600 - $145,700

About The Position

Looking for an opportunity to make an impact? At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers' success. We empower our teams, contribute to our communities, and operate sustainable. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business. If this sounds like a mission you want to be a part of, keep reading! The Digital Modernization Sector is focused on delivering performance-based IT services and repeatable solutions to include applying cloud-factory and aaS (as a Service) capabilities and integrating commercial products to provide a comprehensive digital engineering approach to IT transformation. Our team is solving the world's toughest security challenges for customers with “can't fail” missions. To explore and learn more, click here! Your greatest work is ahead! We are in search of a Service Desk Engineer to support our Advanced Research Projects Agency for Health (ARPA-H) program.

Requirements

• Bachelor's degree and 8+ years of experience supporting a service desk or IT support team.
• Ability to potentially interact with senior staff in the agency and scientific community.
• Ability to work/collaborate with different contractor and government teams as well as industry and vendors with a high level of professionalism, good judgment, and tact.
• Ability to work well under pressure and be flexible at juggling competing priorities.
• Must be resourceful and independent problem solvers.
• Experience with Zendesk and ServiceNow ticketing systems.
• M365 (SharePoint, Teams, OneDrive) and migration support, a plus.
• Active Public Trust Clearance or Ability to obtain a Public Trust Clearance.

Nice To Haves

• Experience within healthcare domain (preferably FDA, NIH, or agencies in HHS), is highly preferred.
• HDI Certification.
• Experience with Tier 3 Level Support.

Responsibilities

• Work as a technical subject matter expert in support of overall team for technological areas such as but not limited to Windows, Mac, M365, Adobe, Slack, JAMF, Account Management, etc.
• Follow written processes and procedures to execute problem resolution consistency in both customer service and issue resolution across the organization.
• Operate with ability to gauge the audience when communicating and relaying step by step instructions/resolutions to technical problems/issues.
• Assist team in ensuring the smooth operation of the service desk, identifying/managing escalations, and implementing service improvement initiatives.
• Manage the daily operations of service desk tasks including ticket documentation and ensuring that all support requests are handled in a timely and professional manner.
• Ability to work as a supportive team member and independently in driving forward assigned work tasks as designated by management and the ticketing queue.
• Monitor individual service desk metrics and KPIs to identify trends and areas for improvement.
• Support service improvement plans and SLAs to enhance the quality and efficiency of the support services provided to users.
• Escalate complex or critical issues to the appropriate stakeholders and follow up to ensure timely resolution.
• Maintain up-to-date knowledge of the customer, its services, and its customers to effectively manage the service desk operations and engage in self-learning and leveraging of available resources to close knowledge gaps.
• Establish and maintain relationships with key stakeholders to understand their support needs and build trust and confidence in the service desk.
• Support AV proposal days with setting up users on AV equipment and troubleshooting any issues that may arise.

Benefits

• Competitive compensation
• Health and Wellness programs
• Income Protection
• Paid Leave
• Retirement

What This Job Offers

• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree