Description

Leidos Civilian Health Solutions is seeking candidates for the position of Senior Service Desk Specialist, contingent upon award, supporting the National Institutes of Health (NIH) in Bethesda, MD.

Candidate must be local to the DC Metro area for hybrid work.

The candidate will serve as a senior service desk specialist in a team environment that will maintain full functionality of IT systems in accordance with the standards. The type of services required to be provided are: Overall Project / Contract Management; IT Service Desk / Desktop Support o Infrastructure Operations / System Administration / Cloud support; and Service Delivery / Specialized projects / Subject Matter Consulting. The candidate is expected to work independently and collaboratively in a team environment with good communication and interpersonal skills to work in a customer-focused team environment. Candidate will be a member of an experienced project team.

Education and Experience Requirements:

• Bachelor’s degree from an accredited institute, (preferably in Mathematics, Information Technology, Computer Science, Engineering, Business Administration, or Project Management).
• Minimum of five (5) years’ experience in troubleshooting end-user hardware and peripherals, operating systems, imaging, software applications, network connectivity, configuration, security compliance, Active Directory administration, and endpoint management.
• CompTIA A+; Apple Certified Support Professional (ACSP) Certifications.
• Experience hosting effective virtual presentations and meetings, using collaboration tools including video calls, file sharing, and whiteboarding.
• Experience in developing training materials and provide training to users with various skill levels.
• Demonstrated experience using incident logging and ticket tracking systems such as ServiceNow (preferred), Remedy, or Cherwell.
• Proficient in configuring, supporting, and troubleshooting Apple macOS, Apple iOS and Microsoft Windows operating systems as well as fielding related how-to questions.
• Proficient in configuring, supporting, and troubleshooting Apple iOS mobile devices, as well as fielding related how-to questions.
• Proficient in supporting Microsoft Office 365, (including, but not limited to), Microsoft Outlook, Word, Excel, PowerPoint, OneNote, Skype, OneDrive, Teams, and Zoom.
• Ability to troubleshoot incidents and requests remotely, either over the phone, via email, or using remote support technologies, such as Bomgar, and Microsoft’s Remote Desktop Services.
• Demonstrate ability to write clear and accurate technical and end-user documentation and standard operating procedures.
• Demonstrate ability to diagnose, troubleshoot, and remediate security vulnerabilities.
• Knowledge and understanding of IT Service Management, Customer Service, and Service Level Agreements (SLA).
• Have broad knowledge of information technology hardware, software, concepts, and services to effectively provide guidance to customers when new requirements or alternative solutions are needed.
• Ability to obtain Public Trust Clearance and lived in the United States a minimum of 3 years.

Desired Qualifications:

• One or more of the following certifications:
  • CompTIA Security+;
  • Microsoft Office Specialist: Microsoft Office 2016;
  • Microsoft Office Specialist: Associate (Office 365 and Office 2019);
  • Apple Certified Support Professional (ACSP);
  • Apple Certified MacOS Technician (ACMT);
  • Apple Certified iOS Technician (ACiT);
  • Jamf Pro Certified Tech;
  • HDI-CSR; HDI-SCA; HDI-DAST; HDI-TSPS; or other industry-recognized certifications.

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Pay Range:

The Leidos pay range for this job level is a general guideline only and 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.