Service Desk Technician ( R-00061257 )
Leidos Enterprise & Cyber Solutions Defense team is seeking a Service Desk Technician. Our customer maintains a highly demanding mission and requires our support to provide expert technical and professional management support to the commands enterprise Information Technology (IT) services. The Washington, D.C. Service Desk Technician must be able to operate autonomously with minimal supervision in a remote location, and be the single point of contract for the Government Customer in the Pentagon. The overall Service Desk program provides sustainment, maintenance, Problem and Change management services to help ensure secure, reliable, and uninterrupted availability of the Department of Defense IP networks. The Washington D.C. Technician is solely responsible for preforming all of these tasks at the Washington, D.C. Office. This position will report directly to the Service Operations Manager.
Provides subject matter expertise, applies knowledge on IT operating systems and all IT Service requirements associated with the Washington, D.C. Office.
Provides IT Support to the General Officers/Flag Officers.
Able to adjust schedule to support General Officer/Flag Officer visits.
Works independently in a geographically separate location than the rest of the service desk. Coordinates with the Service Desk in Colorado Springs to provide support as the single point of contact in the Washington, D.C. Office.
Oversees, monitors, and reports on service desk performance (manages the operation of the help desk phone and tracking systems, manages incoming user calls or requests, logs tickets and service requests, reviews incoming tickets and service requests, researches and provides resolution to user problems, escalates tickets and requests to appropriate personnel).
Develops and implements procedures that support the execution of Service Desk activities, to include process flows, defining roles and responsibilities, knowledge base articles, and reporting schema to enable the establishment of appropriate touch points and engagements
Identifies and implements opportunities for performance improvement of hardware, software and any supporting infrastructure and supporting services by employing IT Service Management (ITSM) best practices.
Employs continual improvement processes to effectively measure and enhance Service Desk performance, productivity, knowledge and profitability based on Service Desk performance metrics.
Maintains Service Level Agreements (SLAs).
Establishes/enforces KPI metrics, reports and goals that are aligned with the long-term strategic direction to facilitate the overall customer mission.
Evaluates IT tickets to determine what the solution, and ensures all support requests are well documented in the IT ticketing system from the. creation of the ticket to the successful resolution and provides clear understanding of open ticket status.
Works with IT support team resources to ensure proper processes are created and followed to inform, track and support our customers
Communicates with internal customers, team members and management regularly during all aspects of service desk operations and ongoing technical issues.
Tracks and analyzes trends in Service Desk requests and generates statistical report.
Identifies problems and implements solutions, to include identify, recommend, develop, and implement customer training programs to increase computer literacy and self-sufficiency.
Engages with Government customers, internal customers, team members and management regularly during all aspects of service desk operations and ongoing technical issues.
Develops and disseminates help sheets, usage guides, and FAQ lists for internal stakeholders.
Provides thorough triaging of tickets by liaising with other IT teams.
Provides written and oral communications, makes recommendations for improving documentation.
Provides recommendations on issues/problems identified and reported in trend analysis.
High school diploma or equivalent and 5+ years of prior relevant experience.
3+ years of experience in a Service Desk environment.
Currently possess an active Top Secret security clearance with ability to obtain Top Secret/SCI clearance.
Must hold current CompTIA Security+ CE certification
Must hold current CompTIA A+ or Microsoft MD-100 certification
Solid hands-on/technical knowledge of core technologies including but not limited to AD, O365, WAN/LAN/Wi-Fi, VOIP, Core Networking, Cloud Services, Video Conferencing and printing.
Knowledge of and experience in applying ITIL principles and standards to improve incident resolution and customer service standards.
Experience using an ITSM tool to drive service delivery and performance.
Proven leadership skills with the ability to coach team members.
Able to effectively influence and develop strong relationships with key stakeholders.
Excellent written and oral communication, including the ability to confidently present to all levels of management.
Bachelor's degree in associated field.
DoD-8570 IAT III Certification.
ITIL Foundations Certification.
Excellent project, technical, interpersonal, presentation and problem management skills.
Ability to communicate orally, and in writing, detailed technical information on troubleshooting and implementation efforts.
Experience providing IT support for Video Teleconferencing (VTC) equipment
Familiarization of NORAD/USNORTHCOM missions and DOD regulations and directives.
External Referral Bonus:EligibleExternal Referral Bonus $:$4000Potential for Telework:NoClearance Level Required:Top SecretTravel:NoScheduled Weekly Hours:40Shift:DayRequisition Category:ProfessionalJob Family:SCA Computer SupportPay Range: