Help Desk Administrator

Description At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers’ success. We empower our teams, contribute to our communities, and operate sustainable. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business. Join a team committed to a mission! Are you ready for your next career challenge? The Defense Sector at Leidos has an opening for a Help Desk Administrator to supprot the Simulator Common Architecture Requirements and Standards (SCARS) Program in our Orlando, FL office. This is an exciting opportunity to use your experience to support a sustainment initiative to incrementally establish a common open-systems architecture for Air Forcesimulators, improvingcyber resilience andresponsiveness, and minimizing life cycle costs. All support is provided via phone, and the help desk specialist will troubleshoot access issues such as password resets and other tier-based issues.The help desk specialist will be responsible for logging all calls in the ticketing system and escalating issues to the next level when needed. Works to achieve day to day objectives consisting of tasks that are typically routine, with some deviation from standard practice. Works under moderate supervision for routine tasks. Resolves routine problems and issues, with clearly prescribed solutions. Checks and makes minor adjustments to work methods to solve problems. Communicates with colleagues within own project/ work area to obtain or provide information requiring some explanation or interpretation.This position is a “hands-on” position working as part of a team at our facility in Orlando, FL. Roles & Responsibilities Receive, manage and respond to Help Desk calls supporting the current contract ProvidesHelp/Service Desk support to end users on a variety of issues. Identifies, researches, and resolves problems. Ability to diagnose data communications problems. Responds to telephone calls, email and personnel requests. Document, track and monitor problems to ensure a timely resolution. Schedule testing events with customers. Works to achieve day to day objectives consisting of tasks that are typically routine, with some deviation from standard practice. Works under moderate supervision for routine tasks. Resolves routine problems and issues, with clearly prescribed solutions. Checks and makes minor adjustments to work methods to solve problems. Communicates with colleagues within own project/ work area to obtain or provide information requiring some explanation or interpretation. Enter Help Desk tickets accurately and grammatically correct in Help Desk tools. Ability to research and/or contact sources for information to respond to customer needs. Ability to learn customer support is essential to provide Tier 1 level support to customers. Ability to provide timely Tier 1 customer support. Demonstrate consistent active listening skills Escalate more complex issues Generate reports from the Help Desk tools Must be able to interact professionally and with courtesy with personnel that contact the Help Desk for support. Willingness to work outside of normal business hours to support events. Basic Qualifications Must have completed a 2-year degree in Information Technology, Computer Science, or technical related field At least 1 year of relevant helpdesk experience Must currently possess an active Secret clearance (or ability to obtain) CompTIA Security+ or ability to obtain within 180 days from hire date. Must have a desire to learn and work within a team environment and have at least one year of experience in an organization supporting a US Government/ program. Experience and knowledge of PC MS Office/M365 applications & ability to work firsthand with customers. Experience in handling sensitive data for commercial and/or Government customers Preferred Qualifications Hands-on Experience with PC Applications- M365 Experience as a customer service/help desk agent Experience in call-taking Experience in working with US government customers. Pay Range Pay Range $50,700.00 - $91,650.00 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 competitive compensation Health and Wellness programs Income Protection Paid Leave Retirement Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at . 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. 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. Leidos will consider qualified applicants with criminal histories for employment in accordance with relevant Laws. Leidos is an equal opportunity employer/disability/vet.

REQNUMBER: R-00195133