Sr. Tier 2 Helpdesk Lead

Leidos is seeking a Sr. Tier 2 Helpdesk Lead to support large-scale migration and operations on a large, high-profile DOD contract in Fort Belvoir, VA. The I3TS program provides enterprise-wide IT support to enable DTRA’s Information Management & Technology Directorate (ITD) to consolidate, modernize, and continuously innovate the delivery of IT services and mission capabilities to DTRA’s internal and external mission partners operating in CONUS and OCONUS locations.

In this role, a successful candidate will provide IT Service Desk support installing, operating, maintaining, troubleshooting, administrating, and cybersecurity defense of data and applications hosted in the DTRA Data Center on both the classified and unclassified systems., Team Leadership & Task Coordination

• 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.
• 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.
• 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.

Technical Support

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

Advanced Technical Support

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

Deployment & Infrastructure Support

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

Process & Compliance

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

• High School with 8+ years of relevant experience.
• Active DoD TS/SCI clearance at time of consideration.
• 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.
• 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.
• Strong organizational and communication skills with the ability to guide team members and distribute routine operational tasks effectively under standard operating procedures.
• 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.
• Experience meeting service level goals and targets., * Systems or network administration experience in Windows environment and/or advanced PowerShell, scripting
• Familiarity with automated call distribution systems.
• Certification in a process-based platform including programs equal to ITIL, HDI, CoBIT, Lean Six, Six Sigma,etc.

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 .

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 .