Help Desk Administrator

The Defense Sector at Leidos has an opening for a Help Desk Administrator to supprot the Simulator Common Architecture Requirements and Standards (SCARS) Program in our Orlando, FL office. This is an exciting opportunity to use your experience to support a sustainment initiative to incrementally establish a common open-systems architecture for Air Force simulators, improving cyber resilience and responsiveness, and minimizing life cycle costs. 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.

Works to achieve day to day objectives consisting of tasks that are typically routine, with some deviation from standard practice. Works under moderate supervision for routine tasks.

Resolves routine problems and issues, with clearly prescribed solutions. Checks and makes minor adjustments to work methods to solve problems.

Communicates with colleagues within own project/ work area to obtain or provide information requiring some explanation or interpretation.

This position is a “hands-on” position working as part of a team at our facility in Orlando, FL.

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.
• Works to achieve day to day objectives consisting of tasks that are typically routine, with some deviation from standard practice. Works under moderate supervision for routine tasks.
• Resolves routine problems and issues, with clearly prescribed solutions. Checks and makes minor adjustments to work methods to solve problems.
• Communicates with colleagues within own project/ work area to obtain or provide information requiring some explanation or interpretation.
• 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.
• Ability to learn customer support is essential to provide Tier 1 level support to customers.
• Ability to provide timely Tier 1 customer support.
• 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.

• Must have completed a 2-year degree in Information Technology, Computer Science, or technical related field
• At least 1 year of relevant helpdesk experience
• Must currently possess an active Secret clearance (or ability to obtain)
• CompTIA Security+ 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 and benefits are fundamental to any career decision. That’s why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at www.leidos.com/careers/pay-benefits .

At Leidos , we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers’ success. We empower our teams, contribute to our communities, and operate sustainable. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business., Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com .