Executive Support IT Service Desk Analyst

Description Leidos is seeking an Executive Support Service Desk Analyst to support large‑scale migration and operations on a large, high‑profile DOW contract in Fort Belvoir, VA . 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 will provide Executive IT Service Desk support installing, operating, maintaining, troubleshooting, administrating, and applying cybersecurity defense of data and applications hosted in the DTRA Data Center on both the classified and unclassified systems. As the onsite initial point of contact for Executive Support IT‑related problems and incidents, you will provide phone, chat, and walk‑up support to VIP and Premier users, performing technical triage, troubleshooting, resolving issues, and following escalation protocols as necessary. Clearance: Must currently hold an active DOD TS/SCI clearance. Must be a U.S. Citizen. Additional Duties Provide professional and prompt in‑person customer service to Executive Level DTRA personnel by assisting them with IT‑related issues Manage, document and communicate degradation of services or outage issues to customers and help with resolution Manage, analyze, troubleshoot, and resolve incidents and SC Tasks based on the Service Desk operating procedure Follow ITSM and ITIL processes to ensure quality of services and prompt resolution Ensure your assigned incidents stay within the program’s AQL/SLA commitments Open, update, and resolve incidents in Service Now Ensure all incidents and SC Tasks are properly documented Create and/or coordinate the development of Knowledge Base Articles (KBA) Manage and troubleshoot complex problems and be able to derive root causes and apply correct fixes or workarounds Provide support for new Executive Customers setting up Government Furnished Equipment (ex. Monitors, keyboard, mouse, VDI, laptop, phone, printer, VTC suite), ensuring network connectivity, and any unresolved account administration providing access to necessary websites, applications, or services Required Qualifications Bachelor’s Degree with 8 – 12 years of prior relevant experience or Master’s with 6 – 10 years of prior relevant experience. May possess a Doctorate in a technical domain. Additional experience will be considered in lieu of a degree. Clearance: Must currently hold an active DOD TS/SCI clearance Successful verification of 8140 (Previously 8570), IAT Level II (SEC+ or equivalent) prior to start date with Leidos, and ability to maintain certification for the duration of assignment to the DTRA I3TS contract. Experience in IT customer service environment including four (4) years of IT ticketing system experience and two (2) years of experience in remote desk administration tools and usage. Experience meeting service level goals and targets. Granting Outlook Delegate Access to New Military Assistants and Executive Assistants. Classified Workstation and Tablet testing and fielding for VIP and SES customers. Ensuring Travel devices are maintained and have latest updates. As mission priority is needed, being onsite early or late to work with travelling VIPs/SES customers. Conference room VOIP telephone installation and maintenance. Assist with Conference room support and laptop profile caching for Military Assistants and Executive Assistants. Ensuring Executive Level Customers have proper access to network resources and NPEs. Unclassified Mobile Device Provisioning for Executive Support Customers. Proficiency with imaging Unclassified and Classified Workstations with standard Baseline Image. Desired Qualifications Experience with Office 365 and remote desktop applications. Certification in a process‑based platform including programs equal to ITIL, HDI, CoBIT, Lean Six, Six Sigma, etc. Pay Range Pay Range $82,550.00 – $149,225.00 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. #J-18808-Ljbffr COMFORT SYSTEMS