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Job #: R-00002854
Location: Arlington, VA
Category: Customer Support
Schedule (FT/PT): Full time
Travel Required: Yes, 10% of the time
Shift: Day
Potential for Telework: No
Clearance Required: Top Secret/SCI
Referral Eligibility: Eligible
Group: Defense & Intel

Job Description:

Are you ready for your next mission?

Our Defense & Intelligence Group has an opening for a Service/Help Desk Support Specialist will 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 will be based at the Pentagon.

The successful candidate 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).
  • 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 with 8+ years or Associates degree with 6+ years or Bachelors degree with 4+ years or Masters degree with 2+ years.
  • Working knowledge of computers, printers, laptops, and common Windows applications in a Windows environment.
  • Currently possess DoD IAT level II certification, Security+ce.
  • Active TS/SCI security clearance.


PREFERRED QUALIFICATIONS:
  • Windows 7 or higher level Microsoft certification.
  • Large Enterprise-level IT experience in supporting multiple Operating Systems and environments.


External Referral Bonus:
Eligible

Potential for Telework:
No

Clearance Level Required:
Top Secret/SCI

Travel:
Yes, 10% of the time

Scheduled Weekly Hours:
40

Shift:
Day

Requisition Category:
Professional

Job Family:
Customer Support

1000

Defense & Intel
Leidos is a Fortune 500® information technology, engineering, and science solutions and services leader working to solve the world’s toughest challenges in the defense, intelligence, homeland security, civil, and health markets. The company’s 31,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $10.17 billion for the fiscal year ended December 29, 2017. (NYSE: LDOS) All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

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