The Service Desk Technician will be responsible for supporting systems, users and applications on a geographically dispersed Windows 10 Enterprise network. Troubleshoot and resolve complex issues and work

with other teams to identify root cause and required remediation actions. Develop standards and procedures that provide for efficient operation of the infrastructure services and systems. Create and maintain systems documentation and SOPs. Responsible for thorough documentation for all desktop solutions and troubleshooting instructions in the Knowledge Databases. Ensure proper monitoring of systems or support requests is implemented for optimal uptime, customer service, and support. Actively monitor and report on systems to track achievement of Critical Success Factors (CSF). Monitor to ensure tickets are addressed within identified CSFs and in alignment with ITIL best practices.

Candidates need excellent problem-solving and customer service skills, as well as extensive experience with desktop hardware, software applications, operating systems and network connectivity. They must be customer

service-oriented and proactive in anticipating and resolving problems while maximizing efficient use of resources.

More About the Role:

The successful candidate must be able to communicate clearly and succinctly both written and orally, have strong leadership skills, and present products and ideas in a business-like manner. The candidate will be required to work

in dynamic fast paced environments that require team interaction and coordination of efforts. The candidate must be experienced in interfacing with both client managers and system users.

You'll Bring These Qualifications:

• Currently hold an adjudicated Secret Clearance and be able to maintain
• BA/BS + 5 years recent specialized or AA/AS +7 years recent specialized or a major cert + 9 years recent specialized or 11 years of recent specialized experience
• Microsoft Certified Solutions Associate MCSA
• DOD 8570 IAT2 compliance (CompTIA Security +, equal or greater)
• Microsoft 365 Fundamentals (MS-900),
• Azure Fundamentals (AZ-900)

Familiarization with the following is highly recommended;

• Gfud - (Global Federate Unified directory)
• Mim - (Microsoft Identity Management System)
• Active directory
• Win 10
• Depot

These Qualifications Would be Nice to Have:

• ITIL v3 - Foundation
• Automation using Microsoft PowerShell, VBScript, or batch files
• Adaptable to changing circumstances and operational needs
• Understanding of Department of Defense Military standards
• Experience working with and supporting Cisco Routers and Switches
• Experience with DoD IT security requirements

CITS3

Original Posting Date:

2024-11-29
While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range:

Pay Range $50,050.00 - $90,475.00

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.