The Defense amp; Intelligence Group of Leidos has an opening for a Service/Help Desk Support Specialist at Ft. Bragg, NC.
IT Service Desk Specialist to join our team in supporting the 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, and Identity Management Requests (Public Key infrastructure and Centralized Directory Registrar related) for both on-site and off-site personnel. Work is 12 hour shifts in support of 24/7 operations.
•Provide Tier I/II 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 or equivalent with 3+ years of related technical or call center service/help desk experience.
•Experience with BMC Remedy IT Service Management, Microsoft System Center Service Manger (SCSM), and/or SolarWinds network monitoring software.
•Working knowledge of computers, printers, laptops, and common Windows applications.
•Currently possess Microsoft Specialist Win 10 (Configuring Windows Devices) OR Microsoft Specialist Win 7 (Enterprise Desktop Support Technician) OR Microsoft Specialist Win 7 (Enterprise Desktop Administrator) OR equivalent/higher level certification.
•Currently possess DoD IAT II certification, Security+ce or higher.
•Currently possess an active DoD TS/SCI security clearance.
•Ability to work 12 hour shifts in support of 24/7 operations.
•Large, Enterprise-level IT Experience in supporting multiple Operating Systems and environments.
•Comprehensive knowledge of IT service desk requirements with the ability to complete difficult and complex assignments and ability to provide over the phone troubleshooting.
•Experience working with demanding, high ranking customers and staff.
•Currently possess ITIL v3 certification.
External Referral Eligible