Help Desk Lead

The Leidos National Security Sector is looking for a Help Desk Lead, contingent upon contract award, to join our team in the Quantico, VA area. You will serve as the lead worker for the 3-tier Help Desk component of the Operations and Support Services program. This role requires daily onsite support at our Stafford, VA office.

At Leidos, you'll join a team of innovators tackling some of the world's most critical challenges through cutting-edge technology and bold ideas. We foster a dynamic and collaborative environment where your expertise will directly contribute to mission success and the significance of your contributions will only be surpassed by the exceptional opportunities for your professional growth and advancement.

Primary Responsibilities:

oPlan, organize, prioritize tasks, and assign work to team members to complete work as scheduled to meet Service Level Agreement deadlines

oMonitor tickets and processing tasks to include trouble ticket generation, documentation, updating, and closing in the Incident Management System

oCommunicate outage/degradation of service

oProvide 3-Tiered systems administration and support via phone, email, and remote desktop for Windows test, production, and training environments including installation, system monitoring, data backup/recovery, account maintenance, troubleshooting, and security administration for 205+ domestic agencies and 125+ international agencies

oProvide domestic and international technical support, including troubleshooting incidents with hardware, PC peripherals, network equipment, and software, analyzing root causes and providing input into problem management processes to users via phone, email, and remote desktop

oProvide written documentation for formal escalation of issues reported to the helpdesk to management and developers includes testing steps and all pertinent information required for testing

oWork with Learning Management System Vendor to publish updated Computer Based Trainings (CBTs), assist users with how to load CBTs, and monitor completion activities

Required Qualifications:

oActive Top-Secret Clearance

oUS Citizenship

oBachelor's Degree and 4-8 years of experience; additional years of experience may be considered in lieu of a degree

oA minimum of three (3) years experience as a help desk lead worker in a program of similar scope, type, and complexity

oDocumented troubleshooting skills and experience on software

oExceptional communication skills: Fluent in English and demonstrated ability to effectively communicate complex concepts to both technical and non-technical audiences, written and verbally

oMinimum of three (3) years of working experience with the latest version of Microsoft Office Suite (Word, Excel, and PowerPoint) and SharePoint (User)

Preferred Qualifications:

oExperience interfacing with a diverse user base, both domestic and international

Original Posting Date: 2024-12-05

While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range:

Pay Range $72,150.00 - $130,425.00

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

REQNUMBER: R-00149417

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Leidos will consider qualified applicants with criminal histories for employment in accordance with relevant Laws. Leidos is an equal opportunity employer/disability/vet.