Sr. Tier 2 Helpdesk Specialist

Leidos • Albuquerque, NM

2d

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 Albuquerque, New Mexico. The I3TS program provides enterprise-wide IT support to DTRA’s Information Management & Technology Directorate, enabling it to consolidate, modernize, and continuously innovate the delivery of 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 on classified and unclassified systems. The position requires an active DoD TS/SCI clearance.

Requirements

• High school education and 8 or more years of relevant experience.
• Active DoD TS/SCI clearance at the time of consideration.
• Current DoD 8140 (previously 8570) IAT Level II certification, such as Security+ or equivalent, before starting with Leidos, and ability to maintain the certification for the duration of the DTRA I3TS assignment.
• Experience in IT customer service.
• Experience with an IT ticketing system; the posting states 'two (6) years.'
• Experience using remote desk takeover tools; the posting states 'one (2) year.'
• Experience meeting service-level goals and targets.

Nice To Haves

• Systems or network administration experience in a Windows environment and/or advanced PowerShell or scripting skills.
• Familiarity with automated call distribution systems.
• Certification in a process-based platform, such as ITIL, HDI, CoBIT, Lean Six, or Six Sigma.

Responsibilities

• Troubleshoot, resolve, or escalate remote and deskside IT issues.
• Resolve connection and imaging issues on classified and unclassified endpoints.
• Perform VDI troubleshooting and resets on SIPR thin clients.
• Deploy and troubleshoot MFDs and printers, and coordinate vendor servicing.
• Set up ADPE IT equipment for new employee onboarding.
• Perform routine desktop installation and hardware setup tasks.
• Conduct root-cause analysis and advanced diagnostics to resolve complex remote and deskside IT incidents.
• Troubleshoot advanced connectivity and systemic imaging failures on unclassified and classified endpoints, including SCIF deployments.
• Perform advanced VDI diagnostics and SIPR thin client remediation before escalating to Tier III Virtualization.
• Diagnose complex network printing faults and coordinate advanced servicing with vendor technicians.
• Resolve complex account administration issues and secure access controls for enterprise applications and services.
• Coordinate and execute desktop installation projects involving ADPE setup, VTC suites, and network validation.
• Maintain Microsoft Planner dashboards with technical updates on deployment and device status for leadership briefings.
• Perform technical interventions in compliance with ITSM, ITIL, and information systems security and assurance protocols.
• Write Knowledge Base Articles documenting complex workarounds and newly identified fixes.
• Provide prompt, high-level technical customer service and clearly communicate service degradations and remediation steps to users.
• Mentor peer technicians in advanced endpoint and peripheral troubleshooting.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED