Sr. Tier 2 Helpdesk Lead

• High School with 8+ years of relevant experience.\n
• Active DoD TS/SCI clearance at time of consideration.\n
• Current 8140 (Previously 8570), IAT Level II (SEC+ or equivalent) prior to your start date with Leidos, as well as ability to maintain certification for duration of assignment to the DTRA I3TS contract.\n
• Demonstrated experience acting as a shift lead, dispatcher, or team coordinator within an IT Service Desk environment, with a proven track record of supporting peers.\n
• Strong organizational and communication skills with the ability to guide team members and distribute routine operational tasks effectively under standard operating procedures.\n
• Experience in IT customer service including two (8) years of IT ticketing system experience and one (6) year of experience in remote desk takeover tools and usage.\n
• Experience meeting service level goals and targets.\n, * Systems or network administration experience in Windows environment and/or advanced PowerShell, scripting\n
• Familiarity with automated call distribution systems.\n
• Certification in a process-based platform including programs equal to ITIL, HDI, CoBIT, Lean Six, Six Sigma,etc.\n

• Act as the technical shift lead and primary escalation point, providing immediate troubleshooting guidance to help team members overcome complex roadblocks and meet daily operational targets.\n
• Review active workloads and aging tickets, providing guidance to technicians on proper task prioritization and ensuring stalled incidents are addressed in accordance with established ITSM procedures.\n
• Oversee daily queue health and workflow, monitoring the team’s proactive self-assignment of tickets to ensure adequate coverage, balanced workloads, and adherence to SLA priorities.\n

\n Technical Support\n \n \n

• Troubleshoot, resolve, or escalate remote and deskside IT issues.\n
• Resolve connection and imaging issues on classified/unclassified endpoints.\n
• Perform VDI troubleshooting and resets on SIPR thin clients.\n
• Deploy and troubleshoot MFDs/printers, and coordinate vendor servicing.\n
• Set up IT equipment (ADPE) for new employee onboarding.\n
• Execute routine desktop installation and hardware setup tasks.\n

\n Advanced Technical Support\n \n \n

• Perform root-cause analysis and advanced diagnostics to resolve complex remote and deskside IT incidents.\n
• Troubleshoot advanced connectivity and systemic imaging failures on Unclassified and Classified Endpoints (including SCIF deployments).\n
• Execute advanced VDI diagnostics and SIPR thin client remediation prior to Tier-III Virtualization escalation.\n
• Diagnose complex network printing (MFD) faults and coordinate advanced servicing with vendor technicians.\n
• Remediate complex account administration issues and secure access controls for enterprise applications and services.\n

\n Deployment & Infrastructure Support\n \n \n

• Coordinate and execute comprehensive desktop installation projects, encompassing ADPE setup, VTC suites, and network validation.\n
• Maintain Microsoft Planner Dashboards with detailed technical updates to brief leadership on deployment and device status.\n

\n Process & Compliance\n \n \n

• Execute all technical interventions in strict compliance with ITSM, ITIL, and information systems security/assurance protocols.\n
• Author comprehensive Knowledge Base Articles (KBAs) to document complex workarounds and newly identified fixes.\n
• Deliver prompt, high-level technical customer service, clearly communicating service degradations and remediation steps to users.\n
• Mentor peer technicians by demonstrating advanced endpoint and peripheral troubleshooting methodologies.\n