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Job Details

Help Desk Specialist


Help Desk Analyst


Arlington, Virginia, United States


At Leidos, everything we do is built on our commitment to do the right thing for our customers, our employees, and our communities. Learn more about the values and culture that are the foundations of our business. 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; 401K Retirement Plan; comprehensive medical, dental and vision coverage; flexible work schedule to allow for life/work balance; tuition reimbursement and more.

The Leidos Defense Group has a career opportunity for a Help Desk Support Specialist to be part of a dynamic team to support the G2 Army MI Enterprise which provides IT repair, maintenance, operations, logistics, and engineering services to help ensure secure, reliable, and uninterrupted availability of Army Military Intelligence Enterprise IT Systems.

This position is based at the Pentagon and requires an active Top Secret SCI DoD security clearance.

In this role you will provide Information Technology Infrastructure Library (ITIL) aligned service desk support services for an organization comprised mostly of a Microsoft Enterprise software environment residing on multiple networks. Support includes the management and support of Incident Tickets, Service Requests, Change Requests, System Performance, and Identity Management Requests (Public Key Infrastructure and Centralized Directory Registrar related) for both on-site and off-site personnel.

Primary Responsibilities

  • Provide Tier I/II contact and incident resolution to customers with hardware, software, and application problems.

  • Attempt to resolve as many incidents during the first call or at Tier I.

  • Document incident resolution and status in incident database tools (i.e. BMC Remedy/Microsoft Service Manager).

  • Install system wide software and assist with fine-tuning system performance.

  • Set-up administrator and service accounts.

  • Create and manage user accounts, schedule video teleconferences, and provide remote troubleshooting support to customers.

  • Provide input and update to standard operating procedures.

  • Participate in organizations change management process.

  • Provide polite and friendly customer service.

Basic Qualifications

  • High School diploma or equivalent with 5+ years of related technical support and/or systems experience.

  • Working knowledge of computers, printers, laptops, and common Windows applications in a Windows environment.

  • Currently possess DoD IAT at Level II certification, Security+ce and Computing Environment (MTA/MCSA-Win 10).

  • Active TS/SCI security clearance

Preferred Qualifications

  • Windows 10 or higher level Microsoft certification.

  • Large Enterprise-level IT experience in supporting multiple Operating Systems and environments.

Pay Range:

Pay Range $48,750.00 - $88,125.00

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.