Sr. Tier 2 Helpdesk Specialist

Leidos•Fort Belvoir, VA

5d•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 enable DTRA’s Information Management & Technology Directorate to consolidate, modernize, and continually innovate IT services and mission capabilities for DTRA mission partners in CONUS and OCONUS locations. The specialist will provide 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.

Requirements

High school education and at least 5 years of relevant experience.
Currently hold an active DOD TS/SCI clearance.
Hold a current 8140 (previously 8570) IAT Level II certification, such as Security+ or equivalent, before starting with Leidos, and maintain it throughout the DTRA I3TS assignment.
Experience in IT customer service.
Four years of IT ticketing system experience.
One 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, or Six Sigma.

Responsibilities

Troubleshoot, resolve, or escalate technical issues assigned by ticket, either deskside or remotely.
Correlate events and incidents to support management of IT services.
Provide prompt, high-quality customer service to DTRA personnel with IT-related issues.
Document and communicate service degradation or outage information to customers and assist with resolution.
Follow ITSM and ITIL processes to ensure service quality and timely 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, determine root causes, and apply appropriate fixes or workarounds.
Help new employees set up ADPE, including monitors, keyboard, mouse, VDI, laptop, phone, printer, and VTC suite; ensure network connectivity and resolve account administration issues to provide access to necessary websites, applications, or services.