The Service Desk & VTC Specialist will be part of a dynamic team supporting US Army Central (ARCENT) G2 and supported customers throughout the ARCENT Area of Responsibility, with primary duty at Camp Arifjan, Kuwait, including both U.S. and coalition personnel. Successful candidate will have a demonstrated capability of resolving Tier I hardware, software, and application problems. These duties include but are not limited to diagnosing and resolving workstation software and hardware problems, common Microsoft Office issues, printer issues, basic network (LAN) issues, scheduling & troubleshooting video tele-conferences (VTCs), following approved processes and procedures, and troubleshooting these issues in person, over the phone, or through remote system access. Position must have a working knowledge of Active Directory Users & Computers, security groups and NTFS permissions, Cisco network/LAN principles, MS Windows 10, MS Office, desktop & laptop hardware, etc. Experience with US Intelligence networks and organizations in South-West Asia or on an Arifjan service desk a big plus.
•Provide polite and friendly Tier1 customer service support as part of a service desk team across multiple networks, facilities, and locations. Provide first contact and incident resolution to customers with hardware, software, and application problems. Support requests provided in-person, telephonically, or electronically submitted via ticket system
•Complete basic and advanced hardware and infrastructure work as directed, including: running cable and cable management at both workstations and in server rooms, workstation installations, checking UPS systems, replacing hardware components of laptops & desktops, basic printer maintenance, etc
•Remediate problems with Windows desktops, laptops, printers, digital senders, video teleconferences, VOIPs, etc
•Execute basic Active Directory tasks and manage NTFS permissions such as share folder access, etc.
•Troubleshoot, diagnose and resolve software issues with MS Office and Outlook, Adobe, Java, PKIs, etc
•Understand how to apply patches and updates to workstations both locally and remotely, and using PowerShell, RDP, etc
•Track all work in designated incident database tools & systems (such as Remedy), ensure completeness and accuracy of tickets, escalate issues as needed, and hand-off work between day or night shift; Attempt to resolve as many incidents during the first contact, or at Tier I. Efficiently escalates incidents to higher Tier II or Tier III when required
•In & Out process users, including creating accounts, setting up workstations, mapping drives and printers, etc
•Schedule Video Teleconferences and de-conflict scheduled conferences as needed
•Provide solutions to Frequently Asked Questions or common problems as part of a customer self-help capability
•Participate in or lead special projects and day‐to‐day operations as needed or assigned by the site lead, including surging to alternate locations for customer requirements or to backfill personnel during R&R or other absences
•Requires high school diploma or equivalent and 2 – 4 years of prior relevant experience.
•Required 8570 IAT II (or higher) Baseline Certification, such as: Security+|ce
•Required one of the Computing Environment certifications, such as: MCP, CCENT, or MCSA:Win10, etc.
Computing Environment certification, such as: CCNA:R&S, MCSA:Server12/16
External Referral Bonus:Eligible
Potential for Telework:No
Clearance Level Required:Top Secret/SCI
Travel:Yes, 10% of the time
Scheduled Weekly Hours:40
Job Family:Customer Support
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 33,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $10.19 billion for the fiscal year ended December 28, 2018. For more information, visit www.Leidos.com.
Pay and Benefits
Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here.
Securing Your Data
Leidos will never ask you to provide payment-related information at any part of the employment application process. And Leidos will communicate with you only through emails that are sent from a Leidos.com email address. If you receive an email purporting to be from Leidos that asks for payment-related information or any other personal information, please report the email to [email protected].
Commitment to Diversity
All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.