Help Desk Specialist

Leidos currently has a need for a Help Desk Specialist responsible Support and sustain Air Force Cyber Vulnerability Assessment/Hunter (CVAH) Weapon System for a DOD customer in San Antonio TX. This individual will help ascertain the nature of the support request, resolve issues where possible, and escalate to the appropriate work group, when necessary. The technician will be responsible for documenting all work in the customers service management system.
 
Primary Responsibilities:

• Receive and conduct inbound/outbound calls providing technical support to the customer .

• Communicate well with Executives, Managers, Peers, and Customers.

• Work in hybrid multi-location operations team administering existing production environment.

• Support and sustain Air Force Cyber Vulnerability Assessment/Hunter (CVAH) Weapon System

• Direct/ Lead weapons system configuration, preventative maintenance, issues, and inspections

• Manage and operate multi-user computer systems, including coordination with network engineers

• Develop policies for and effectively manage weapon system resources, including CPU usage, disk usage, and response times to maintain operating efficiency

• Work with vendors, the Government, carriers, and technical staff on network implementation, troubleshooting, optimization and ongoing management

• Test and validate deployment of security patches and software upgrades, non-disruptive whenever possible, in a lab environment, then prepare detail instructions for operations to perform those activities in production

• Support tickets and manage incidents, service requests, and problems through their full life cycle.

• Perform incident analysis to determine possible cause and potential fix.

• Develop, implement, and monitor policies and standards for allocation related to the use of computing resources

• Work under little to no supervision, providing solutions to high-level technical problems of system-wide scope or complexity

• Document status updates and communicate to necessary parties.

• Document troubleshooting steps and knowledge articles for Help Desk teams.

Basic Qualifications:

• Bachelor’s degree and a minimum 2 years of experience in Windows System Administration, additional years of experience will be considered in lieu of degree or a masters. 

• Obtain a baseline 8570 certification [(IAT Level II) CCNA-Security, CySA+, GICSP, GSEC, Security+ CE, CND, SSCP].

• Requires basic knowledge of and ability to apply principles, theories, and concepts of narrow technical domain.

• Familiar with ticketing systems and the value of good documentation

• Competent in essential administration concepts around Active Directory, Group Policy, Windows Server 2012, 2016, 2019.

• Proven knowledge with Microsoft Exchange, SharePoint, or M365.

• Familiar with solving simple, routine technical problems following established procedures and policies.

• Basic knowledge of scripting with PowerShell.

• A US Citizen who can obtain a DoD secret clearance.