Intermediate Helpdesk Specialist

Description

Leidos is seeking an Intermediate Helpdesk Specialist in Fort Belvoir, VA to support large-scale migration and operations on a large, high-profile DOD contract. The I3TS program provides enterprise-wide IT support to enable DTRA's Information Management & Technology Directorate (ITD) to consolidate, modernize, and continuously innovate the delivery of IT services and mission capabilities to DTRA's internal and external mission partners operating in CONUS and OCONUS locations.

In this role, a successful candidate you will provide IT Service Desk support installing, operating, maintaining, troubleshooting, administrating, and cybersecurity defense of data and applications hosted in the DTRA Data Center on both the classified and unclassified systems.

Clearance: Active DOD TS/SCI clearance at time of hire.

Primary Responsibilities:

You will serve as the initial point of contact for IT-related problems and incidents. In this capacity you will provide phone, online and deskside support to users, performing technical triage, troubleshooting, resolving the issues, and following escalation protocols as necessary. Additional duties will include:

• Provide great and prompt customer service to DTRA personnel by assisting them with IT-related issues.

• Document and communicate degradation of services or outage issues information to customers and help with resolution.

• Analyze, troubleshot, and resolve tickets based on the Help Desk allocation process.

• Follow ITSM and ITIL processes to ensure quality of services and prompt resolution.

• Ensure your assigned tickets stay within the program's AQL/SLA commitments.

• Open and close tickets in Remedy and/or Service Now.

• Ensure all tickets, requests, and work orders are properly documented.

• Create or coordinate the development of Knowledge Base Articles (KBA)

• Troubleshoot complex problems and able to derive root causes and apply correct fixes or workarounds.

• Provide support for new employees setting up ADPE (ex. Monitors, keyboard, mouse, VDI, laptop, phone, printer, VTC suite), ensuring network connectivity, and any unresolved account administration providing access to the necessary websites, applications, or services.

Basic Qualifications:

• Bachelors Degree with 4+ years of relevant experience or a Masters Degree with 2+ years of experience. Additional experience will be considered in lieu of a degree.

• Active DOD TS/SCI clearance at time of hire.

• Successful verification of your 8140 (Previously 8570), IAT Level II (SEC+ or equivalent) prior to your start date with Leidos, as well as ability to maintain certification for duration of assignment to the DTRA I3TS contract.

• Experience in IT customer service including two (2) years of IT ticketing system experience and one (1) year of experience in remote desk takeover tools and usage.

• Experience meeting service level goals and targets.

Preferred Qualifications:

• Experience with Office 365, remote desktop applications, and experience with Windows Server and Cisco networking

• Certification in a process-based platform including programs equal to ITIL, HDI, CoBIT, Lean Six, Six Sigma,etc.

If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo - because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 - and moving faster than anyone else dares.

For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

The Leidos pay range for this job level is a general guideline onlyand 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.

About Leidos

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit

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 at

Securing Your Data

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Commitment to Non-Discrimination

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.