Service Desk Technician/vtc

Service Desk/VTC Technician

The Leidos National Security Sector has an upcoming opportunity for a Service Desk/VTC Technician, supporting US Army Central G2. The program provides IT repair, maintenance, operations, logistics, and engineering services to help ensure secure, reliable, and uninterrupted availability of Army Military Intelligence Enterprise IT Systems as well as network administration support for an organization comprised mostly of a Microsoft Enterprise software environment residing on multiple networks.

Primary Responsibilities:

• Serve as the first contact with customers who need technical, account management, and VTC assistance via phone, email, or in person
• Investigate and diagnose Tier 1 hardware, software, and application problems; promptly escalate incidents to Tier 2 support as needed
• Provide quick resolution and excellent customer service
• Submit, update, and monitor the service desk ticketing system for all in-coming requests
• Follow up with customers on outstanding tickets and close out resolved tickets
• Track user account creation and progress on Microsoft SharePoint through Power Apps
• Provide hands-on assistance involving troubleshooting and diagnostic support for all related VTC/DVTC systems, equipment failures or service issues
• Schedule DIA JWICS Video Teleconferences and de-conflict scheduled conferences as needed
• Maintain a service desk/VTC knowledge base book; review and update quarterly
• Provide weekly team updates on any changes and issues affecting the functionality of the service desk and VTCs
• Track and submit monthly service desk metrics
• Participate in or lead special projects and day-to-day operations as needed or assigned by the site lead

Security Clearance: Active DoD TS/SCI clearance required.

Basic Qualifications:

• High school diploma or equivalent and 3+ years of prior experience.
• Active IAT Level II DoD Approved 8570 Baseline Certification (e.g., Security+ CE) or higher.
• JWICS VTC scheduling experience.
• Professional IT and/or Help Desk experience.
• Experience with Microsoft Office 365, Teams, Power Apps and related services.
• Ability to work independently and follow directions appropriately.
• Basic knowledge of LAN/WAN and networking infrastructure.

Preferred Qualifications:

• Experience with ticketing systems, ServiceNow, Remedy, SolorWinds Web Help Desk, etc.
• Computing Environment certifications/certificates of training: Microsoft Windows 10 MCP, Microsoft 365 Certified Modern Desktop Administrator, CompTIA A+, and Network+, ITIL Foundations.
• US Army client and network experience.