The Defense & Intelligence Group of Leidos has an opening for a Sr. Service Desk Specialist at the Pentagon in Arlington, VA.
Senior-level Service/Help Desk Support Specialist part of a dynamic team to support HQ DA-G2 Army MI Enterprise which provides IT repair, maintenance, operations, logistics, and engineering services to help ensure secure, reliable, and uninterrupted availability of Army Military Intelligence Enterprise IT Systems. The successful candidate will provide Information Technology Infrastructure Library (ITIL) aligned service desk support services for an organization comprised mostly of a Microsoft Enterprise software environment residing on multiple networks. Support includes the management and support of Incident Tickets, Service Requests, Change Requests, System Performance, and
Identity Management Requests (Public Key Infrastructure and Centralized Directory Registrar related) for both on-site and off-site personnel.
•Provide Tier II/III contact and incident resolution to customers with hardware, software, and application problems.
•Attempt to resolve as many incidents during the first call.
•Document incident resolution and status in incident database tools (i.e. BMC Remedy).
•Create and manage user accounts, schedule video teleconferences, and provide remote troubleshooting support to customers.
•Configure assets with the latest DISA STIGs, with limited assistance on multiple Operating Systems to include, but not limited to, LINUX, UNIX, Microsoft products, and various network components.
•Provide input and update to standard operating procedures.
•Participate in organizations change management process.
•Provide polite and friendly customer service.
•High School diploma/GED with 8+ years of relevant experience, OR Associate's degree with 6+ years of experience, OR Bachelor's degree with 4+ years of experience.
•Currently possess DoD 8140/8570.1-M IAT/IAM Baseline Certification IAT Level II - Must have one of the following: CCNA Security, GICSP, GSEC, Security+|ce, SSCP.
•Working knowledge of computers, printers, laptops, and common windows applications
•Currently possess a DoD TS/SCI security clearance.
•Bachelor's degree in a relevant technical field.
•Understanding of help desk ticketing tools (Remedy).
•Windows 7 or higher level Microsoft certification.
•Large Enterprise-level IT experience in supporting multiple Operating Systems and environments.