Service Desk Analyst II
The Department of Homeland Security (DHS) has a continuing requirement for Secure Enterprise Network Systems, Services, & Support (SENS3) for the continued operations and maintenance and evolution of the Homeland Secure Data Network (HSDN) and the Classified Local Area Network (C-LAN). This requirement was previously called Enterprise Networked Services Support (ENSS). Supporting the SENS3 management team, the candidate will field user communication, create and document tickets, troubleshoot, and escalate incidents, to include the following: Initial Support and Analysis for problem identification; - Analysis and assignment of trouble tickets; - Monitoring, tracking, and communicating resolution and recovery of incidents; - Providing status updates and progress towards resolution of assigned incidents and communicating with relevant parties on incident progress.
- 5+ years’ experience providing Call Center and Tier support at Service Desk to technical and non-technical customers;
- Experience performing in an operation center environment using collaboration and ITSM tools such as BMC Remedy, ServiceNow,
- ITIL certification
- HDI Help Desk manager Cert
- Microsoft certification
- Security+ certification
- DHS experience
Bachelors degree from an accredited college in a related discipline, or equivalent experience/ combined education.
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.