Service Desk Technician Tier I

Help Desk Technician

1901 Group at Leidos currently has a need for a Help Desk Technician responsible for deskside and remote end user customer support for a DOD customer in Fort Meade MD. This individual will help ascertain the nature of the support request, resolve issues where possible, and escalate to the appropriate work group, when necessary. The technician will be responsible for documenting all work in the customers service management system.

Primary responsibilities include:

• Respond to requests for support from end users via phone, email, Teams messages, and in person.
• Able to adapt to service desk capability, handling calls and contacts for incident resolution and request fulfilment within the required timeframe.
• Provide high quality communication to stakeholders at all levels, both written and verbal, that clearly explain key issues and events affecting the client's services/ systems.
• Ensure that Incidents are responded to and end users are regularly kept up to date so that customers have confidence that their issues are being actively addressed.
• Escalate to Tier 2 and Tier 3 System Administrators and Engineers when appropriate to resolve more complex customer issues.
• Provide telephone and in person support to customers in a professional, knowledgeable manner to maintain excellent customer relationships.
• Ensure all requests for support are logged, correctly categorized, and assigned to the correct team.
• Proactively monitor Incidents for trends and potential Problem Records and highlight these to the Service Desk Manager in order to ensure the availability of the service.
• Update Service Desk documentation for new processes and procedures to share best practice and good ideas, reducing any duplication of effort.
• Produce, and keep up to date, both customer-facing and internal knowledge base documentation as required.
• Image laptop and desktop computers
• Create and manage end user accounts in active directory as required.
• Actively participate in Continual Service Improvement Activities to share their experience and knowledge and support service enhancement

Basic qualifications include:

• High School diploma and 3 years of experience in a Service Desk/Call Center environment
• Security+ required or DoD 8570 IAT Level I baseline certification (CND, Network+ CE, SSCP)
• A good understanding of Enterprise IT concepts and the basic principles of modern information technology (cloud, infrastructure, networks, etc.)
• Experience using Microsoft Active Directory for account management
• Critical-thinking and problem-solving skills
• Strong Microsoft OS and Office troubleshooting skills
• Strong communications skills (written and verbal) to engage and support our customers.
• A strong work ethic and desire to learn and progress.
• Experience of utilizing an ITSM tool (Service Now, Jira, etc.)
• Active Secret DOD Clearance Required (Interim Secret Clearance is acceptable)
• Must be a US Citizen
• Must report everyday on site to Ft. Meade.

Preferred qualifications include:

• Experience in working on a service desk dealing with incidents and requests in a multi customer environment with multiple partners triaging to 2nd and 3rd support tiers providing ITIL processes for our clients.
• Experience working in the Dept. of Defense.
• Experience with MS SCCM or MS MECM tool for software pushes and imaging.

Come break things (in a good way). Then build them smarter. We're the tech company everyone calls when things get weird. We don't wear capes (they're a safety hazard), but we do solve high-stakes problems with code, caffeine, and a healthy disregard for "how it's always been done."