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Job Details


Service Desk Technician ( R-00068147 )

Customer Service

Customer Service



Arlington, Virginia, United States


Job Description:

Would you be interested in working with one of our largest U.S. Department of Defense customers and providing top-notch quality service desk capabilities to a critical mission? We would love to hear from you!

Leidos Enterprise & Cyber Defense division currently has an opening for 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. In this role, you will 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. You will be solely responsible for performing all of these tasks at the Washington, D.C. Office.

This position will report directly to the Service Desk Lead.

What will you do in this role?

  • Provide subject matter expertise, applies knowledge on IT operating systems and all IT Service requirements associated with the Washington, D.C. Office.

  • Work 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.

  • Oversee, monitor, and report 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).

  • Develop and implement 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

  • Identify and implement opportunities for performance improvement of hardware, software and any supporting infrastructure and supporting services by employing IT Service Management (ITSM) best practices.

  • Employ continual improvement processes to effectively measure and enhance Service Desk performance, productivity, knowledge and profitability based on Service Desk performance metrics.

  • Maintain Service Level Agreements (SLAs).

  • Establish/enforce KPI metrics, reports and goals that are aligned with the long-term strategic direction to facilitate the overall customer mission.

  • Evaluate IT tickets to determine what the solution, and ensure 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.

  • Work with IT support team resources to ensure proper processes are created and followed to inform, track and support our customers

  • Communicate with internal customers, team members and management regularly during all aspects of service desk operations and ongoing technical issues.

  • Track and analyze trends in Service Desk requests and generates statistical report.

  • Identify problems and implements solutions, to include identify, recommend, develop, and implement customer training programs to increase computer literacy and self-sufficiency.

  • Engage with Government customers, internal customers, team members and management regularly during all aspects of service desk operations and ongoing technical issues.

  • Develop and disseminate help sheets, usage guides, and FAQ lists for internal stakeholders.

  • Provide thorough triaging of tickets by liaising with other IT teams.

  • Provide written and oral communications, make recommendations for improving documentation.

  • Provide recommendations on issues/problems identified and reported in trend analysis.

These are the qualifications you are required to have to qualify for the role...

  • High school diploma or equivalent and 5+ years of prior relevant experience.

  • 3+ years of experience in a Service Desk environment.

  • Must hold an active Top Secret security clearance with ability to obtain Top Secret/SCI clearance.

  • MCT Desktop 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 fundamentals 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.

These are qualifications that are preferred, but not required...

  • 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.

  • Familiarization of NORAD/USNORTHCOM missions and DOD regulations and directives.


Pay Range: