Job Details
Leidos
Service Desk/Customer Support Administrator
Description
Job Description:
Leidos has a career opportunity for a Service Desk/Customer Support candidate based at Stuttgart, Germany.
PROGRAM SUMMARY:
Are you interested in continuing your career in Europe in a mission focused environment? Leidos has established upcoming positions throughout the European theater supporting multiple customers for the Department of Defense.
We are looking for experienced, innovative and motivated IT Specialists to support enablement EUCOM’s mission objectives.
PRIMARY RESPONSIBILITIES:
•Maintain, analyze, troubleshoot and repair personal computer systems, hardware, software, computer peripherals, and end user devices.
•Assist users via remote access and phone. Provide support to users in resolving problems using service desk center tools.
•Provide support in the areas of electronic mail, account creation and maintenance, standard desktop applications, and above baseline COTS and GOTS applications.
•Conduct triage and troubleshoot incoming issues and work with other teams as needed to identify root cause and resolution.
•Ensure tickets are addressed within identified Critical Success Factors (CSF) and in alignment with ITIL best practices.
•Ensure all actions are professionally and thoroughly documented within the ticketing system.
•Manage multiple device configuration including end user device support may be required.
•Assist in the creation and maintenance of documentation and SOPs.
•Possess excellent problem-solving and customer service skills, as well as extensive experience with desktop hardware, software applications, operating systems and network connectivity.
•Maintain and demonstrating customer service-orientation and a proactive approach in anticipating and resolving problems while maximizing efficient use of computing resources.
•Communicate clearly and succinctly both written and orally, and present products and ideas in a business-like manner.
•Work in dynamic fast paced environment that require team interaction and coordination of efforts.
•Demonstrate experience in interfacing with both client managers and system users.
•Support systems, users and applications on a geographically dispersed Windows 10 Enterprise network.
•Provide Event Management, Incident Management, Problem Management, Request Fulfillment, Change Management, and Change Evaluation support.
•Provide Enhanced Trusted Agent (ETA) Support Services and Multi-Factor Authentication support services.
BASIC QUALIFICATIONS:
•BA/BS + 3 years recent specialized or AA/AS + 7 years recent specialized or 11 years of recent specialized experience.
•Must have MCSA, Microsoft 365 or equivalent certification, prior to start.
•Must have DoD 8570 IAT Level II certification prior to start date (Sec+).
•Must hold and maintain active Secret Clearance.
CITS3
External Referral Eligible