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SME Helpdesk Specialist
| Company | Leidos |
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| Location | Fort Belvoir, VA, USA |
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| Salary | $101400 – $183300 |
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| Type | Full-Time |
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| Degrees | Bachelor’s |
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| Experience Level | Senior, Expert or higher |
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Requirements
- Bachelor’s and 12-15 years of relevant experience
- Active DOD Top Secret clearance
- Information Assurance Technician (IAT) Level II
- Experience in IT customer service including two (4) years of IT ticketing system experience and one (1) year of experience in helpdesk consolidations or ITSM upgrades
- Experience in utilization of Remedy and/or ServiceNow SLA reporting functionality
- Experience with Automated Call Distribution systems for call center management and metrics collection
- Experience meeting service level goals and targets
- Experience briefing government customers and leadership on service desk metrics and performance
Responsibilities
- Help to implement and oversee processes and improvements to support Customer Service Levels, as well as providing input to program leadership how to achieve efficiencies and improvement in service desk functions
- Facilitates helpdesk tiers 1 & 2 staff in recognizing, identifying, isolating, and resolving problems with information systems products and services
- Correlate events and incidents for management of Information Technology (IT) Services
- Provide great and prompt customer service to DTRA personnel by assisting them with IT-related issues
- Document and communicate degradation of services or outage issues information to customers and help with resolution
- Follow ITSM and ITIL processes to ensure quality of services and prompt resolution
- Ensure tickets, change requests, and other metrics stay within the program’s AQL/SLA commitments
- Utilize Remedy and/or ServiceNow for queue and work management
- Ensure all tickets, requests, and work orders are properly documented
- Create or coordinate the development of Knowledge Base Articles (KBA)
- Troubleshoot complex problems and able to derive root causes and apply correct fixes or workarounds
- Provide support for new employees setting up ADPE (ex. Monitors, keyboard, mouse, VDI, laptop, phone, printer, VTC suite), ensuring network connectivity, and any unresolved account administration providing access to the necessary websites, applications, or services.
Preferred Qualifications
- Systems or network administration experience in Windows Server and/or Cisco environments
- Familiarity with automated call distribution systems
- Certification in a process-based platform including programs equal to ITIL, HDI, CoBIT, Lean Six, Six Sigma,etc.
