Senior Service Desk Specialist (642088)

  • 02/19/2018

Job Description


Our Defense and Intelligence Group at Leidos is seeking a Sr. Service/Help Desk Support Specialist Army MI Enterprise to provide IT repair, maintenance, operations, logistics, and engineering services to help ensure secure, reliable, and uninterrupted availability of Army Military Intelligence Enterprise IT Systems.

Our 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.

Primary Responsibilities:

  • 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.


Basic Qualifications:

  • HS Diploma or GED with 12 years of relevant experience, OR Associate's Degree with 10 years of relevant experience, OR Bachelor's Degree with 8 years of relevant experience, OR Master's Degree with 6 years of relevant experience or PhD with 4 years relevant experience.
  • Working knowledge of computers, printers, laptops, and common windows applications.
  • IAT Level II - Must have one of the following: CCNA Security, GICSP, GSEC, Security+, SSCP (or higher).

Preferred Qualifications:

  • 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.


Leidos Overview:
Leidos is a global science and technology solutions leader working to solve the world’s toughest challenges in the defense, intelligence, homeland security, civil, and health markets. The company’s 33,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported pro forma annual revenues of approximately $10 billion for the fiscal year ended January 1, 2016 after giving effect to the recently completed combination of Leidos with Lockheed Martin's Information Systems Global Solutions business (IS GS). For more information, visit The company’s diverse employees support vital missions for government and commercial customers. Qualified women, minorities, individuals with disabilities and protected veterans are encouraged to apply. Leidos will consider qualified applicants with criminal histories for employment in accordance with relevant Laws. Leidos is an Equal Opportunity Employer. JBLeidos ICBJMETA ICGP500