Help Desk Lead

ervice 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 only and 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.