Senior Enterprise Service Desk Specialist ( R-00041654 )
Leidos is looking to hire a Senior Enterprise Service Desk Specialist in Quantico, VA to join our Team.
NGEN-R is the largest IT services program for the Navy. Under the Service Management, Integration, and Transport portion of NGEN-R, the Leidos team will deliver the core backbone of the Navy-Marine Corps Intranet, including cybersecurity services, network operations, service desk, and data transport. Ultimately, Leidos will support the Navy in unifying its shore-based networks and data management to improve capability and service while also saving significant dollars by focusing efforts under one enterprise network.
The qualified candidate will conduct operations in support of the Enterprise Service Desk. Other duties and responsibilities include:
Execute scripts and answer calls.
Troubleshoot, resolve, and/or escalate technical issues.
Open and close tickets.
Correlate events and incidents for management of Information Technology (IT) Services.
High school Diploma or General Equivalency Diploma (GED) and a minimum of 3 years of relevant experience
Must possess a certification in a process-based platform including programs equal to ITIL, HDI, CoBIT, Lean Six, Six Sigma,etc.
Must possess MTA for Windows OS certification
Information Assurance Technician (IAT) Level II
Active DOD Secret
Experience in IT customer service including two (2) years of IT ticketing system experience and one (1) year of experience in remote desk takeover tools and usage.
Experience meeting service level goals and targets.
NGEN-MCENExternal Referral Bonus:IneligiblePotential for Telework:NoClearance Level Required:SecretTravel:Yes, 10% of the timeScheduled Weekly Hours:40Shift:DayRequisition Category:ProfessionalJob Family:SCA Computer Support