Sr. Tier 2 Helpdesk Lead

Description

Leidos is seeking a Sr. Tier 2 Helpdesk Lead to support large‑scale migration and operations on a 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, the successful candidate will provide IT Service Desk support installing, operating, maintaining, troubleshooting, administrating, and providing cybersecurity defense of data and applications hosted in the DTRA Data Center on both classified and unclassified systems.

Primary Responsibilities

• 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.

Basic Qualifications

• High School diploma with 8 + years of relevant experience.
• Active DoD TS/SCI clearance at time of consideration.
• Current 8140 (formerly 8570), IAT Level II (SEC+ or equivalent) prior to start date, with ability to maintain certification for the duration of the assignment.
• 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; ability to guide team members and distribute routine operational tasks effectively under SOPs.
• Two (2) years of IT ticketing system experience and six (6) months of experience with remote desk‑takeover tools.
• Experience meeting service‑level goals and targets.

Preferred Qualifications

• Systems or network administration experience in a Windows environment and/or advanced PowerShell scripting.
• Familiarity with automated call distribution systems.
• Certification in a process‑based platform such as ITIL, HDI, COBIT, Lean Six Sigma, etc.

Pay Range

US $52,000.00 – $94,000.00 (general guideline; actual compensation may vary based on responsibilities, education, experience, internal equity, market data, and applicable agreements).

Benefits

Leidos offers competitive compensation, health and wellness programs, income protection, paid leave, and retirement plans. Details are available at www.leidos.com/careers/pay-benefits.

About Leidos

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.