Enterprise Help Desk (EHD) Agent, Tier 1

Leidos•Lorton, VA

13d•Onsite

About The Position

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 sustainably. 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. The Mission Enablement Center (MDEC) is seeking an experienced Enterprise Help Desk (EHD) Tier 1 Agent to join our team on a high-impact government contract for the US Department of the Airforce (DAF). This position expands the current EHD team to meet growing mission requirements and support needs. The Tier 1 Agent will deliver front line technical support to end users operating within a comprehensive enterprise IT environment spanning multiple classification levels. Responsibilities include account management, troubleshooting, incident documentation, escalation as appropriate, and delivering high quality customer service in accordance with established service level agreements. Primary Responsibilities This position is a “hands-on” and mission essential position working as part of a team at a facility in Lorton, VA. In-depth knowledge of commonly-used IT concepts, practices, and procedures within an EHD environment. Ability to effectively support customers, including, but not limited to account management support. Enter EHD tickets accurately and grammatically correct in the EHD tools. Identifies, researches, and resolves technical problems for end users. Addresses customer escalations and works closely with Tier II, Tier III, application owners and others for quick customer resolution. Understands EHD Service Level Objectives (SLOs) and the Tier 1 role in support of meeting SLOs. Performs day-to-day EHD operations, ensuring efficiency and adherence to best practices and program procedures. Works to achieve day-to-day objectives consisting of typically routine tasks with minimal direction/supervision as well as implementation of new processes and support. Resolves routine problems and issues, with clearly prescribed solutions. Provides input and assists in editing work documents (e.g. SOPs, IOPs, KBAs, training materials, etc.,) when needed for the EHD Tier 1 team and Program end users related to the ticketing system. Supports cross-tier integration to ensure consistent and repeatable processes. Works in a matrix and non-matrix reporting structure including receiving programmatic direction from various Leadership entities. Must be able to pay close attention to details. Must have the ability to adapt to changing work requirements, multiple tasks and priorities, and be able to exercise discretion. Must be able to work Monday through Friday, eight hours per day during standard business hours. Additional hours, extended shifts, or schedule changes may be required to support evolving mission requirements, including a transition to 24/7 operational coverage.

Requirements

Clearance Required: Active DoD Top Secret/SCI (TS/SCI) or at least a TS clearance and the ability to obtain a SCI prior to your start date. Ability to complete an investigation for eligibility after your start date.
Bachelor’s degree with a minimum 1 year of prior relevant experience or High School diploma or equivalent with a minimum 2 years of prior relevant experience.
U.S. Citizen
Active COMPTIA Security+ (or higher) certification or ability to obtain prior to your start date.
Proven experience in Service Desk/Help Desk environments.
Proven experience working in ticketing systems and ability to analyze and improve SD/HD workflows, ticketing systems, and resolution processes.
Ability to work independently and as part of a team.
Excellent customer service, communication, organizational and technical skills.
Strong formal Human Centered Design and User Experience (HCD/UX) skills to optimize service delivery and customer interactions.
Experience ensuring compliance with IT security policies, procedures, and classified environment protocols.

Nice To Haves

Experience working in or with a Network Operations Center or Security Operations Center.
Experience with Air Force Life Cycle Management Center programs.
Relevant certifications (e.g., PMP, ITIL, HDI, ServiceNow, JIRA, CompTIA, Microsoft Azure, etc.,)
Expert user in ServiceNow ITSM and JIRA Service Management.
Knowledge Management and/or knowledge base articles (KBAs) experience and relevant certifications.
Demonstrated ability to improve customer experience and/or operational performance through standardization or innovation.
Demonstrated ability to solve problems or deliver solutions in creative, forward-thinking manner, emphasis on HCD/UX.

Responsibilities

Account management
Troubleshooting
Incident documentation
Escalation as appropriate
Delivering high quality customer service in accordance with established service level agreements
Effectively support customers, including, but not limited to account management support
Enter EHD tickets accurately and grammatically correct in the EHD tools
Identifies, researches, and resolves technical problems for end users
Addresses customer escalations and works closely with Tier II, Tier III, application owners and others for quick customer resolution
Understands EHD Service Level Objectives (SLOs) and the Tier 1 role in support of meeting SLOs
Performs day-to-day EHD operations, ensuring efficiency and adherence to best practices and program procedures
Works to achieve day-to-day objectives consisting of typically routine tasks with minimal direction/supervision as well as implementation of new processes and support
Resolves routine problems and issues, with clearly prescribed solutions
Provides input and assists in editing work documents (e.g. SOPs, IOPs, KBAs, training materials, etc.,) when needed for the EHD Tier 1 team and Program end users related to the ticketing system
Supports cross-tier integration to ensure consistent and repeatable processes
Works in a matrix and non-matrix reporting structure including receiving programmatic direction from various Leadership entities
Pay close attention to details
Adapt to changing work requirements, multiple tasks and priorities, and be able to exercise discretion
Work Monday through Friday, eight hours per day during standard business hours