Leidos Inc
Description
The Advanced Battle Management System (ABMS) Program currently has an opening for a
Help Desk Specialist (Tier 1)
to work in our Orlando, FL office. This is an exciting opportunity to use your experience to support a program which is a top modernization priority for the Department of the Air Force (DAF) and will be the backbone of a network-centric approach to battle management in partnership with all the services across the Department of War. All support is provided via phone, and the help desk specialist will troubleshoot access issues such as password resets and other tier-based issues. The help desk specialist will be responsible for logging all calls in the ticketing system and escalating issues to the next level when needed.
Roles & Responsibilities
Receive, manage and respond to Help Desk calls supporting the current contract
Provides Help/Service Desk support to end users on a variety of issues
Identifies, researches, and resolves problems
Ability to diagnose data communications problems
Responds to telephone calls, email and personnel requests
Document, track and monitor problems to ensure a timely resolution
Schedule testing events with customers
Enter Help Desk tickets accurately and grammatically correct in Help Desk tools
Ability to research and/or contact sources for information to respond to customer needs
Communicate well with Executives, Managers, Peers, and Customers
Support and sustain Air Force Advanced Battle Management System
Work with vendors, the Government, carriers, and technical staff on network implementation, troubleshooting, optimization and ongoing management
Support tickets and manage incidents, service requests, and problems through their full life cycle
Perform incident analysis to determine possible cause and potential fix
Develop, implement, and monitor policies and standards for allocation related to the use of computing resources
Work under little to no supervision, providing solutions to high-level technical problems of system-wide scope or complexity
Document status updates and communicate to necessary parties
Document troubleshooting steps and knowledge articles for Help Desk team
Ability to learn customer support essentials to provide Tier 1 level support to customers
Demonstrate consistent active listening skills
Escalate more complex issues
Generate reports from the Help Desk tools
Must be able to interact professionally and with courtesy with personnel that contact the Help Desk for support
Willingness to work outside of normal business hours to support events
Minimum Qualifications
BS degree in Information Technology, Computer Science, or technical related field with at least 1 year of relevant helpdesk experience. Additional years of experience may be considered in lieu of degree.
Active and current Secret clearance is required.
CompTIA Security+ or equivalent DoD 8140 Intermediate certification required.
Must have a desire to learn and work within a team environment and have at least one year of experience in an organization supporting a US Government/program.
Experience and knowledge of PC MS Office/M365 applications & ability to work firsthand with customers.
Experience in handling sensitive data for commercial and/or Government customers.
Preferred Qualifications
Hands-on Experience with PC Applications- M365
Experience as a customer service/help desk agent
Experience in call-taking
Experience in working with US government customers.
Pay Range $45,500.00 - $82,250.00
Commitment to Non-Discrimination 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.
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Help Desk Specialist (Tier 1)
to work in our Orlando, FL office. This is an exciting opportunity to use your experience to support a program which is a top modernization priority for the Department of the Air Force (DAF) and will be the backbone of a network-centric approach to battle management in partnership with all the services across the Department of War. All support is provided via phone, and the help desk specialist will troubleshoot access issues such as password resets and other tier-based issues. The help desk specialist will be responsible for logging all calls in the ticketing system and escalating issues to the next level when needed.
Roles & Responsibilities
Receive, manage and respond to Help Desk calls supporting the current contract
Provides Help/Service Desk support to end users on a variety of issues
Identifies, researches, and resolves problems
Ability to diagnose data communications problems
Responds to telephone calls, email and personnel requests
Document, track and monitor problems to ensure a timely resolution
Schedule testing events with customers
Enter Help Desk tickets accurately and grammatically correct in Help Desk tools
Ability to research and/or contact sources for information to respond to customer needs
Communicate well with Executives, Managers, Peers, and Customers
Support and sustain Air Force Advanced Battle Management System
Work with vendors, the Government, carriers, and technical staff on network implementation, troubleshooting, optimization and ongoing management
Support tickets and manage incidents, service requests, and problems through their full life cycle
Perform incident analysis to determine possible cause and potential fix
Develop, implement, and monitor policies and standards for allocation related to the use of computing resources
Work under little to no supervision, providing solutions to high-level technical problems of system-wide scope or complexity
Document status updates and communicate to necessary parties
Document troubleshooting steps and knowledge articles for Help Desk team
Ability to learn customer support essentials to provide Tier 1 level support to customers
Demonstrate consistent active listening skills
Escalate more complex issues
Generate reports from the Help Desk tools
Must be able to interact professionally and with courtesy with personnel that contact the Help Desk for support
Willingness to work outside of normal business hours to support events
Minimum Qualifications
BS degree in Information Technology, Computer Science, or technical related field with at least 1 year of relevant helpdesk experience. Additional years of experience may be considered in lieu of degree.
Active and current Secret clearance is required.
CompTIA Security+ or equivalent DoD 8140 Intermediate certification required.
Must have a desire to learn and work within a team environment and have at least one year of experience in an organization supporting a US Government/program.
Experience and knowledge of PC MS Office/M365 applications & ability to work firsthand with customers.
Experience in handling sensitive data for commercial and/or Government customers.
Preferred Qualifications
Hands-on Experience with PC Applications- M365
Experience as a customer service/help desk agent
Experience in call-taking
Experience in working with US government customers.
Pay Range $45,500.00 - $82,250.00
Commitment to Non-Discrimination 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.
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