Service Desk Technician/VTC

Description

Unleash your potential at Leidos, where we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customer's success. We empower our teams, contribute to our communities, and operate sustainably. 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.

At Leidos, everything we do is built on our commitment to do the right thing for our customers, our employees, and our communities. Learn more about the values and culture that are the foundations of our business. Our mission is to make the world safer, healthier, and more efficient through information technology, engineering, and science. We offer a robust benefits package including competitive salaries; 401K Retirement Plan; comprehensive medical, dental and vision coverage; flexible work schedule to allow for life/work balance; tuition reimbursement and more.

The Leidos Defense Group provides a diverse portfolio of systems, solutions, and services covering land, sea, air, space, and cyberspace for customers worldwide. Solutions for Defense include enterprise and mission IT, large-scale intelligence systems, command and control, geospatial and data analytics, cybersecurity, logistics, training, and intelligence analysis and operations support. Our team is solving the world's toughest security obstacles for customers with "can't fail" missions. From scanning for illicit material at ports and borders to predicting future events and instability up to five years in advance, our products help customers make the world safer. To explore and learn more, click here!

Are you ready to join a team dedicated to a mission? Begin your journey of a flourishing and meaningful career, share your resume with us today!

We are looking for a Service Desk/VTC Technician to support US Army Central G2. The program provides IT repair, maintenance, operations, logistics, and engineering services to help ensure secure, reliable, and uninterrupted availability of Army Military Intelligence Enterprise IT Systems as well as network administration support for an organization comprised mostly of a Microsoft Enterprise software environment residing on multiple networks.

Primary Responsibilities

-Serve as the first contact with customers who need technical, account management, and VTC assistance via phone, email, or in person

-Investigate and diagnose Tier 1 hardware, software, and application problems; promptly escalate incidents to Tier 2 support as needed

-Provide quick resolution and excellent customer service

-Submit, update, and monitor the service desk ticketing system for all in-coming requests

-Follow up with customers on outstanding tickets and close out resolved tickets

-Track user account creation and progress on Microsoft SharePoint through Power Apps

-Provide hands-on assistance involving troubleshooting and diagnostic support for all related VTC/DVTC systems, equipment failures or service issues

-Schedule DIA JWICS Video Teleconferences and de-conflict scheduled conferences as needed

-Maintain a service desk/VTC knowledge base book; review and update quarterly

-Provide weekly team updates on any changes and issues affecting the functionality of the service desk and VTCs

-Track and submit monthly service desk metrics

-Participate in or lead special projects and day-to-day operations as needed or assigned by the site lead

Basic Qualifications

• Active TS/SCI clearance required

• Possess DoD 8570 IAT Level 11 certification and maintain certification, CompTIA Security +

• Requires high school diploma or equivalent

• JWICS VTC scheduling experience

• Excellent verbal and written communication

• Prior professional IT and/or Help Desk experience.

• Experience with Microsoft Office 365, Teams, Power Apps and related services

• Ability to work independently and follow directions appropriately

• Basic knowledge of LAN/WAN and networking infrastructure

Preferred Qualifications

• Experience with ticketing systems, ServiceNow, Remedy, SolorWinds Web Help Desk, etc

• Computing Environment certifications/certificates of training: Microsoft Windows 10 MCP, Microsoft 365 Certified Modern Desktop Administrator, CompTIA A+, and Network+, ITIL Foundations

• US Army client and network experience

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.

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.