Description
Leidos is seeking an SME Helpdesk Specialist to support large-scale migration and operations on a large, high-profile DOD contract. The I3TS program provides enterprise-wide IT support to enable DTRA's Information Management & Technology Directorate (ITD) to consolidate, modernize, and continuously innovate the delivery of IT services and mission capabilities to DTRA's internal and external mission partners operating in CONUS and OCONUS locations.
In this role, a successful candidate you will provide IT Service Desk support installing, operating, maintaining, troubleshooting, administrating, and cybersecurity defense of data and applications hosted in the DTRA Data Center on both the classified and unclassified systems.
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Primary Responsibilities
- The position will help to implement and oversee processes and improvements to support Customer Service Levels, as well as providing input to program leadership how to achieve efficiencies and improvement is service desk functions.
- Facilitates helpdesk tiers 1 & 2 staff in recognizing, identifying, isolating, and resolving problems with information systems products and services.
- Candidate must be knowledgeable in the utilization of ITIL Process Framework principles and possess a technical background working classified environment that includes experience in troubleshooting connectivity issues, hardware and software support, hands-on and remote support.
- Correlate events and incidents for management of Information Technology (IT) Services.
- Provide great and prompt customer service to DTRA personnel by assisting them with IT-related issues.
- Document and communicate degradation of services or outage issues information to customers and help with resolution.
- Follow ITSM and ITIL processes to ensure quality of services and prompt resolution.
- Ensure tickets, change requests, and other metrics stay within the program's AQL/SLA commitments.
- Utilize Remedy and/or ServiceNow for queue and work management.
- Ensure all tickets, requests, and work orders are properly documented.
- Create or coordinate the development of Knowledge Base Articles (KBA)
- Troubleshoot complex problems and able to derive root causes and apply correct fixes or workarounds.
- Provide support for new employees setting up ADPE (ex. Monitors, keyboard, mouse, VDI, laptop, phone, printer, VTC suite), ensuring network connectivity, and any unresolved account administration providing access to the necessary websites, applications, or services.
Basic Qualifications
- Bachelor's and 12-15 years of relevant experience
- Active DOD Top Secret clearance
- Information Assurance Technician (IAT) Level II
- Experience in IT customer service including two (4) years of IT ticketing system experience and one (1) year of experience in helpdesk consolidations or ITSM upgrades.
- Experience in utilization of Remedy and/or ServiceNow SLA reporting functionality.
- Experience with Automated Call Distribution systems for call center management and metrics collection.
- Experience meeting service level goals and targets.
- Experience briefing government customers and leadership on service desk metrics and performance.
Preferred Qualifications
- Systems or network administration experience in Windows Server and/or Cisco environments.
- Familiarity with automated call distribution systems.
- Certification in a process-based platform including programs equal to ITIL, HDI, CoBIT, Lean Six, Six Sigma,etc.
Original Posting:
April 10, 2025
For U.S. Positions: 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 $101,400.00 - $183,300.00
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.