Sr. Tier 2 Helpdesk Specialist
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, helping consolidate, modernize, and continuously innovate the delivery of 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 security of data and applications hosted in the DTRA Data Center across classified and unclassified systems. The role provides advanced technical assistance for endpoints, virtual desktop infrastructure, printers, account administration, deployments, and service processes. The candidate must currently hold 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 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, including the stated experience in IT ticketing systems and remote desk takeover tools and usage.
- 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.
- 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 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 IT equipment (ADPE) for new employee onboarding.
- Execute routine desktop installation and hardware setup tasks.
- Perform 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.
- Execute advanced VDI diagnostics and SIPR thin client remediation before escalating to Tier-III Virtualization.
- Diagnose complex network printing (MFD) faults and coordinate advanced servicing with vendor technicians.
- Remediate complex account administration issues and secure access controls for enterprise applications and services.
- Coordinate and execute desktop installation projects, including ADPE setup, VTC suites, and network validation.
- Maintain Microsoft Planner dashboards with technical updates for leadership on deployment and device status.
- Perform technical interventions in compliance with ITSM, ITIL, and information systems security and assurance protocols.
- Author Knowledge Base Articles (KBAs) documenting complex workarounds and newly identified fixes.
- Provide prompt, high-level technical customer service and communicate service degradations and remediation steps to users.
- Mentor peer technicians in advanced endpoint and peripheral troubleshooting methodologies.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
