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Service Desk Specialist / Site Lead

Company: Leidos
Location: Sierra Vista
Posted on: November 21, 2020

Job Description:

Description Job Description The Defense Group of Leidos has an opening for a Service Desk Specialist Level 2 and Site Lead at Fort Huachuca, AZ JOB SUMMARY The Service Desk Specialist will support the US Army INSCOM IT Support Services program. The ideal candidate will lead the team that is responsible for IT repair, maintenance and operations to ensure that the site's information technology infrastructure is operating securely, reliably and efficiently. This individual also acts as the Site Lead addressing local staffing and reporting requirements, interfacing across multiple teams, with the local Government Customer leadership and reporting up the Leidos Program Manager. PRIMARY RESPONSIBILITIES Provides first contact and incident resolution to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests Provides polite and friendly customer service Attempts to resolve as many incidents during the first contact, or at Tier I. Efficiently escalates incidents to higher Tier II or Tier III when required Documents incident status and solutions in incident database tools Possesses current working knowledge of computers, printers, laptops, and common windows applications Works through various types Tier II issues with telephone assist Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability Accountable for all aspects of requirements and manages the hands-on, day-to-day issues related to operational activities including maintenance and security Acts as first-level supervisor for site employees. Provides guidance and direction to lower level specialists BASIC QUALIFICATIONS Bachelor's degree in technology related field with 4 years of experience with either Help Desk, Systems Administration, Network Administration, Database Administration. Additional years of experience may serve in lieu of a degree Variety of system administration experience in areas such as AD, Exchange, Linux, Unix, patch management, STIGs Knowledge of IT service desk requirements and management software 3 years of experience managing a team of at least ten IT professionals Willingness to work as part of a technical team, both as member and as site lead Strong verbal and written communication skills Currently possess DoD 8570.01 certification at IAT Level II, such as Security CE Currently possess Computing Environment certification such as MCSA Windows Server 2016 or Microsoft 365 Certified Modern Desktop Administrator Associate or Microsoft 365 Certified Security Administrator Associate Currently possess an active TSSCI PREFERRED QUALIFICATIONS ITILv3 certification Cisco certification such as Cisco Certified Entry Networking Technician (CCENT) certification or Cisco Certified Network Associate (CCNA) External Referral Bonus Ineligible Potential for Telework No Clearance Level Required Top SecretSCI Travel Yes, 10 of the time Scheduled Weekly Hours 40 Shift Day Requisition Category Professional Job Family Systems Administration Leidos is a Fortune 500 Registered information technology, engineering, and science solutions and services leader working to solve the world's toughest challenges in the defense, intelligence, homeland security, civil, and health markets. The company's 38,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Va., Leidos reported annual revenues of approximately 11.09 billion for the fiscal year ended January 3, 2020. For more information, visit www.Leidos.com httpwww.Leidos.com . Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here httpswww.leidos.comcareerspay-benefits . Leidos will never ask you to provide payment-related information at any part of the employment application process. And Leidos will communicate with you only through emails that are sent from a Leidos.com email address. If you receive an email purporting to be from Leidos that asks for payment-related information or any other personal information, please report the email to mailto . All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.

Keywords: Leidos, Sierra Vista , Service Desk Specialist / Site Lead, Other , Sierra Vista, Arizona

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