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Service Desk Tier 2 Support and Lead opportunities

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Job Number:
642520
Job Category:
Information Technology - Other
Location:
WASHINGTON, DC US
Schedule:
Full-time
Travel:
Yes, 10% of the time
Shift:
Day Job
Potential for Teleworking:
No
Clearance Level Must Currently Possess:
None
Clearance Level Must Be Able to Obtain:
DOE Q
Description:
Leidos is working on a Department of Energy (DOE) IT program, and is in the process of identifying a high-performance team to include Service Desk Tier 2 Support positions (listed below). 
This program will be primarily located in the Washington, DC Metro area with some support also required in Albuquerque, NM.
These positions provide phone and in-person support to users in the areas of desktop computing, printing, e-mail, directories, standard Windows desktop applications, and custom DOE applications.

Tier 2 Service Desk Support
Responsibilities

These positions will provide Tier 2 technical support to DOE users both remotely and via deskside, in-person service. This will include delivery and pickup of IT assets, responding to trouble tickets, troubleshooting hardware/software, PC, and printer problems, answering general questions, and referring users to appropriate documented self-service solutions for future resolution. These positions may also include providing the immediate, personal attention necessary to support executive personnel, personnel of presidential appointment with Senate confirmation (PAS personnel), and other specially permissioned staff supporting Platinum service users, typically senior management and executives within DOE at their offices, homes, or other remote sites, as needed, on a 24x7x365 basis. Normal deskside support is delivered from 7:00 AM – 8:00 PM EST during non-holiday business days.
(a) Responds to and diagnoses problems through discussion with users.
(b) Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.
(c) Supervises operation of help desk and serves as focal point for customer concerns.
(d) Provides support to end users on a variety of issues.
(e) Identifies, researches, and resolves technical problems.
(f) Responds to telephone calls, email and personnel requests for technical support.
(g) Documents, tracks, and monitors the problem to ensure a timely resolution.
(h) Provides second-tier support to end users for either PC, server, or mainframe applications or hardware.
(i) Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
(j) Simulates or recreates user problems to resolve operating difficulties.
(k) Recommends systems modifications to reduce user problems.

Required Skills
• High School diploma or GED with a minimum of 1 year of previous help desk or desktop support experience
• Experience with IT end user devices – computers, printers, network connections, applications
• Effective oral and written communication skills
• Strong aptitude to learn and adapt to new technologies, methods, processes, and procedures
• Strong attention to detail and ability to prioritize work
• Ability to pass the initial PIV access background check to achieve a DOE public trust
• Ability to obtain an “L” (Secret) or “Q” (Top Secret) level clearance

Desired Skills
• Experience supporting DOE or other government agencies
• HDI-TSP, ITIL service management
• Microsoft (MCSE, MCITP, MCTS), CompTIA (A+, Network+, Security+), Apple (ACSP, ACTC)
• Experience with ITSM Incident Management systems
• Current DOE Public Trust, “L” (Secret) or “Q” (Top Secret) level clearance



Service Desk Supervisor
Responsibilities

This position will supervise several dozen Help Desk Specialists supporting 7000+ DOE end users and management. This position may involve occasional shift work and travel.
1. Provides daily supervision and direction to staff that are responsible for phone and in-person support to users in the areas of e-mail, directories, standard Windows desktop applications, and custom DOE applications.
2. Serves as the first point-of-contact for escalation of hardware/software, PC, and printer problems
3. Ensures the timely process through which problems are controlled and resolved.

Required Skills
• Minimum of a Bachelor’s degree or equivalent and six (6) years of general experience. Six (6) years of general experience is considered equivalent to a Bachelor’s degree. With a Master’s degree four (4) years of general experience is required. With a PhD, two (2) years of general experience is required
• Experience with IT end user devices – computers, printers, network connections, applications
• Excellent oral and written communication skills
• Strong aptitude to learn and adapt to new technologies, methods, processes, and procedures
• Strong attention to detail and ability to prioritize work
• Strong ability to plan, supervise others and coordinate work
• Ability to pass the initial PIV access background check to achieve a DOE public trust
• Ability to obtain an “L” (Secret) or “Q” (Top Secret) level clearance

Desired Skills
• Experience with IT asset management, inventory management, and disposal
• Experience supporting DOE or other government agencies
• HDI-TSP, ITIL service management
• Microsoft (MCSE, MCITP, MCTS), CompTIA (A+, Network+, Security+), Apple (ACSP, ACTC)
• Experience with Microsoft Office Suite and ITSM suites (e.g., Remedy, ServiceNow)
• Knowledge of ITIL service management concepts
• Current DOE Public Trust, “L” (Secret) or “Q” (Top Secret) level clearance


leidos111


Qualifications:

Leidos Overview:
Leidos is a global science and technology solutions leader working to solve the world’s toughest challenges in the defense, intelligence, homeland security, civil, and health markets. The company’s 33,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported pro forma annual revenues of approximately $10 billion for the fiscal year ended January 1, 2016 after giving effect to the recently completed combination of Leidos with Lockheed Martin's Information Systems & Global Solutions business (IS&GS). For more information, visit www.Leidos.com. The company’s diverse employees support vital missions for government and commercial customers. Qualified women, minorities, individuals with disabilities and protected veterans are encouraged to apply. Leidos will consider qualified applicants with criminal histories for employment in accordance with relevant Laws. Leidos is an Equal Opportunity Employer.
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