Help Desk/Service Desk Technician (at Washington, DC)

Job Number:
Job Category:
Information Technology - Other
Yes, 10% of the time
Day Job
Potential for Teleworking:
Clearance Level Must Currently Possess:
Top Secret
Clearance Level Must Be Able to Obtain:
Top Secret/SCI

Position Summary:


***Must currently possess an active "Top Secret" Security Clearance.***


The FBI Information Technology Applications and Data Division (ITADD) provides state-of-the-art IT engineering leadership in order to enable FBI information technology to enhance mission capabilities and increase mission success in the critical areas of law enforcement and national security, including for the Intelligence, Counterintelligence, Weapons of Mass Destruction, and Counterterrorism Divisions.


Duties and Responsibilities:

-The service desk support staff shall operate the help desk phone system/or and service desk tracking system, answer incoming user calls or requests, log tickets and service requests, review incoming tickets and service requests, research and provide resolution to user problems, escalate tickets and requests to appropriate personnel, as well as monitor and report on service desk performance.
-The service desk support staff shall also advise government personnel on incremental changes that could lead to continuous improvement in service desk delivery and customer satisfaction.
-Service desk staff are expected to have previous experience in service desk operations and execute a training program for service desk support staff to ensure that operational service desk technicians have the knowledge required to assist users directly through their initial contact with the service desk.



Required Qualifications:

-Requires high school diploma or equivalent and 3-5 years of prior relevant experience.

-Must have the ability to become proficient in system use and interoperability.
-Must be capable of evaluating and providing resolution for user tickets independently, documenting resolution in the appropriate ticketing system and communicating directly with users.
-Must have a minimum of two years of IT or customer support experience.

-Active TOP SECRET Clearance Required.

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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