Service Desk / Client Support Technician

Description

Job Description:

Leidos is a growing company delivering innovative technology and solutions focused on safeguarding critical capabilities and transformation in frontline services, our work includes addressing some of the most complex problems in defense, healthcare, government, safety and security, and transportation. At Leidos, everything we do is built on our commitment to do the right thing for our customers, our employees, and our communities. Our mission is to make the world safer, healthier, and more efficient through information technology, engineering, and science. We offer a robust benefits package including competitive salaries; comprehensive medical, dental and vision coverage; flexible work schedule to allow for life/work balance; tuition reimbursement and more. We may be able to offer relocation assistance and a sign-on bonus to qualified candidates.

The Leidos Army Intelligence information technology Environment Support (ARIES) program, which is part of the Leidos Defense group, is looking for a Service Desk / Client Support Technician to support US Army Central G2. The ARIES G2 Army MI Enterprise provides IT repair, maintenance, operations, logistics, and engineering services to help ensure secure, reliable, and uninterrupted availability of Army Military Intelligence Enterprise IT Systems as well as network administration support for an organization comprised mostly of a Microsoft Enterprise software environment residing on multiple networks.

Primary Responsibilities

• Provide professional Tier1 customer service support as part of a service desk team across multiple networks.

• Serve as the first point of contact for customers seeking technical assistance in person, over the phone or email.

• Advise users on appropriate course of action and provide information to end users that will help them to solve their own issues.

• Provide first line investigation and diagnosis of Tier 1 hardware, software, and application problems; efficiently escalate incidents to higher Tier II or Tier III when required.

• Provide hands-on assistance involving troubleshooting and diagnostic support for all related VTC/DVTC systems, equipment failures or service issues.

• Schedule DIA JWICS Video Teleconferences and de-conflict scheduled conferences as needed.

• Install, configure and troubleshoot workstations, networked printers, scanners and other peripheral devices.

• Record and track issues from outset to conclusion using on-site ticketing system.

• Execute basic Active Directory tasks and manage NTFS permissions for shared folder access.

• Apply patches and updates to workstations both locally and remotely using Microsoft Software Center.

• Support and troubleshoot Internet and browser issues, such as Firefox, Chrome, Safari, and IE Explorer.

• Assist network/systems administrators with cat5, cat6, and fiber optic patch cabling installation.

• Responsible for the development and maintenance of service desk standard Operating Procedures (SOPs) and policies.

• Assist with onboarding and training of new Service Desk and Client Support Technician.

• Track and submit monthly service desk metrics.

• Participate in or lead special projects and day‐to‐day operations as needed or assigned by the site lead.

Basic Qualifications

• Active TS/SCI clearance required

• Must possess and maintain an active DoD 8570 IAT Level certification, CompTIA Security + or higher

• ​High school diploma or equivalent and 2 plus years of experience

• Prior professional IT and/or Help Desk experience

• Experience with Microsoft Office 365 and related services

• Knowledge of computer systems, configuration, diagnosis and troubleshooting techniques

• Knowledge of the Windows 10 desktops and Windows based networking environments

• Ability to work independently and follow directions appropriately

• Detailed knowledge of desktop applications (Word, Excel, PowerPoint, and Outlook)

• Basic knowledge of LAN/WAN and networking infrastructure

• Must be outgoing, enthusiastic, conscientious, group oriented, open to change and able to perform each essential duty satisfactorily

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Preferred Qualifications

• JWICS VTC scheduling experience

• Experience with ticketing systems, ServiceNow, Remedy, SolorWinds Web Help Desk, etc

• Microsoft Excel experience creating spreadsheets

• Experience in troubleshooting Adobe Acrobat Reader issues

• US Army client and network experience

Pay Range: