Sr. Help Desk Specialist

Leidos•Bethesda, MD

8d•$92,300 - $166,850

About The Position

Leidos has a new and exciting opportunity for a Sr. Help Desk Specialist in our Intelligence Sector's Analysis Solutions Business Area (ASBA). Our talented team is at the forefront in Security Engineering, Computer Network Operations (CNO), Mission Software, Analytical Methods and Modeling, Signals Intelligence (SIGINT), and Cryptographic Key Management. This role provides elevated customer service representative support for customer Service Desk operations. This role requires an individual that is very customer oriented and familiar with using desktop software applications such as web browsing and client software, and IT Service Management software such as JIRA, ServiceNow, or Remedy. This individual needs to be detail oriented to capture customer inquiries appropriately. Role requires excellent oral and written communication skills and command of the English language.

Requirements

Active TS/SCI with a polygraph.
Bachelors degree and 8 or more years, or Masters and 6 or more years of prior relevant experience. Will consider additional work experience in lieu of a degree
Extensive experience providing elevated IT support across phone, remote, and hands-on hardware environments, applying independent judgment, originality, and innovative problem-solving to resolve a broad range of technical issues and assignments.
Extensive experience working and excelling in a face-paced environment
Extensive experience with troubleshooting complex issues in a growing environment
Strong time management skills
Strong oral and written communications skills

Nice To Haves

Familiarity with using desktop software applications such as web browsing and client software.
Familiarity with IT Service Management software such as JIRA, ServiceNow, or Remedy.

Responsibilities

Responsible for interacting with customers to handle service inquiries and problems.
Implement, troubleshoot and maintain a variety of IT systems.
Distinguish isolated user problems from enterprise-wide application/system problems.
Coordinate with customers and stakeholders to collect data, conduct analysis, develop, and implement solutions associated with incident tickets and requirements.
Duties include examining customer problems, identifying & implementing appropriate corrective action to initiate an effective solution/repair or return.
This role analyzes recurring problems, annotating, and initiates solutions for preventing reoccurrence.