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Leidos · 1 day ago

Helpdesk Specialist

Fort Belvoir, VA

Full-time

Onsite

Mid Level

$66K/yr - $119K/yr

4+ years exp

Leidos is seeking an experienced Helpdesk Specialist in Fort Belvoir, VA, to support a large, high-profile DOD contract. The successful candidate will provide comprehensive IT Service Desk support and serve as an essential point of contact for technical triage, resolution, and escalation, ensuring a high level of customer satisfaction.

ComputerGovernmentInformation ServicesInformation TechnologyNational SecuritySoftware

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Serve as an initial point of contact for IT-related incidents and service requests, providing timely and effective support via phone, online channels, and deskside visits

Perform technical triage, troubleshoot complex user-facing issues, and apply correct fixes or workarounds to restore service

Provide support for new employee onboarding, including the setup of all ADPE (monitors, VDI, laptops, phones, printers) and ensuring connectivity to required applications and services

Analyze, troubleshoot, and resolve assigned tickets in Remedy and/or ServiceNow, adhering to established allocation processes

Diligently document all work, communications, and resolutions within the ticketing system to ensure data integrity and a clear audit trail

Ensure all assigned tickets are managed effectively to meet or exceed the program’s AQL/SLA commitments

Follow ITIL-based processes for incident and request management, escalating issues to appropriate teams when necessary

Deliver a high standard of customer service, communicating clearly and professionally with all personnel

Document and communicate service degradations or outages to affected users and contribute to resolution efforts

Create and refine Knowledge Base Articles (KBAs) to empower users and improve first-contact resolution rates

Qualification

IAT Level II certificationIT ticketing systemsServiceNowOffice 365Windows ServerCisco networkingCustomer serviceTechnical troubleshootingKnowledge Base ArticlesRemote desk takeoverITIL certificationCommunication skills

Required

Bachelor's Degree with 4+ years of relevant experience or a Master's Degree with 2+ years of experience. (Additional, specific experience will be considered in lieu of a degree)

Must have an active DOD TS/SCI clearance

Must possess an Information Assurance Technician (IAT) Level II certification

Experience in IT customer service, including at least two (4) years of experience with an IT ticketing system (Remedy, ServiceNow, etc.)

One (1) year of experience using remote desk takeover tools

Demonstrated experience in meeting service level goals and targets