Sr. Help Desk Specialist

Sr. Help Desk SpecialistLeidos has a new and exciting opportunity for a Sr. Help Desk Specialist in our Intelligence Sector's Analysis Solutions Business Area (ASBA). Our talented team is at the forefront in Security Engineering, Computer Network Operations (CNO), Mission Software, Analytical Methods and Modeling, Signals Intelligence (SIGINT), and Cryptographic Key Management. At Leidos, we offer competitive benefits, including Paid Time Off, 11 paid Holidays, 401K with a 6% company match and immediate vesting, Flexible Schedules, Discounted Stock Purchase Plans, Technical Upskilling, Education and Training Support, Parental Paid Leave, and much more. Join us and make a difference in National Security!This role provides elevated customer service representative support for customer Service Desk operations. This role requires an individual that is very customer oriented and familiar with using desktop software applications such as web browsing and client software, and IT Service Management software such as JIRA, ServiceNow, or Remedy. This individual needs to be detail oriented to capture customer inquiries appropriately. Role requires excellent oral and written communication skills and command of the English language.Primary Responsibilities:Responsible for interacting with customers to handle service inquiries and problems.Implement, troubleshoot and maintain a variety of IT systems.Distinguish isolated user problems from enterprise-wide application/system problems.Coordinate with customers and stakeholders to collect data, conduct analysis, develop, and implement solutions associated with incident tickets and requirements.Duties include examining customer problems, identifying & implementing appropriate corrective action to initiate an effective solution/repair or return.This role analyzes recurring problems, annotating, and initiates solutions for preventing reoccurrence.Basic Qualifications:To be considered, must have an active TS/SCI with a polygraph.Bachelors degree and 8 or more years, or Masters and 6 or more years of prior relevant experience. Will consider additional work experience in lieu of a degreeExtensive experience providing elevated IT support across phone, remote, and hands-on hardware environments, applying independent judgment, originality, and innovative problem-solving to resolve a broad range of technical issues and assignments.Extensive experience working and excelling in a face-paced environmentExtensive experience with troubleshooting complex issues in a growing environmentStrong time management skillsStrong oral and written communications skillsPhysical Requirements: Ability to lift and move IT equipment (up to 30–50 lbs) and crawl under desks for physical cabling or machine setups. Leidos