Sr. Tier 2 Helpdesk Specialist

Leidos•Fort Belvoir, VA

7d•$52,000 - $94,000•Onsite

About The Position

Leidos is seeking a Sr. Tier 2 Helpdesk Specialist to support large-scale migration and operations on a high-profile Department of Defense contract in Fort Belvoir, Virginia. The I3TS program provides enterprise-wide IT support to DTRA’s Information Management & Technology Directorate, helping consolidate, modernize, and continuously innovate IT services and mission capabilities for internal and external mission partners in CONUS and OCONUS locations. The specialist provides IT Service Desk support for installing, operating, maintaining, troubleshooting, administering, and defending the cybersecurity of data and applications hosted in the DTRA Data Center across classified and unclassified systems. The role requires an active DOD TS/SCI clearance and a current IAT Level II certification under 8140 (formerly 8570), such as Security+ or equivalent, before starting with Leidos, with the ability to maintain the certification for the duration of the assignment.

Requirements

High school education and at least 5 years of relevant experience.
Currently hold an active DOD TS/SCI clearance.
Hold a current 8140 (formerly 8570) IAT Level II certification, such as Security+ or equivalent, before starting with Leidos, and be able to maintain it for the duration of the DTRA I3TS contract assignment.
Experience in IT customer service, including 4 years of IT ticketing system experience and 1 year of experience using remote desk takeover tools.
Experience meeting service-level goals and targets.

Nice To Haves

Systems or network administration experience in Windows Server and/or Cisco environments.
Familiarity with automated call distribution systems.
Certification in a process-based platform, such as ITIL, HDI, CoBIT, Lean Six Sigma, or Six Sigma.

Responsibilities

Troubleshoot, resolve, or escalate technical issues assigned through tickets, either deskside or remotely, as needed.
Correlate events and incidents to support management of IT services.
Provide prompt customer service to DTRA personnel by assisting with IT-related issues.
Document and communicate service degradation or outage information to customers and assist with resolution.
Follow ITSM and ITIL processes to support quality service and prompt issue resolution.
Keep assigned tickets within program AQL/SLA commitments.
Use Remedy and/or ServiceNow for queue and work management.
Properly document tickets, requests, and work orders.
Create or coordinate the development of Knowledge Base Articles.
Troubleshoot complex problems, identify root causes, and apply appropriate fixes or workarounds.
Support new employees with setting up ADPE, including monitors, keyboard, mouse, VDI, laptop, phone, printer, and VTC suite; ensure network connectivity and address unresolved account administration needed to access websites, applications, or services.