Account Management Service Desk Technician

Description

Department of Defense Account Management and front-line technician working onsite within a Customer Sensitive Compartment Information Facility, SCIF.

Primary Responsibilities
First level contact representative responsible for overseeing user account assignment and implementation in a time sensitive work environment.

Assist users to ensure account access and maximize uptime to application.

Primary interaction with customers will be through written communication: e-mail, chat capabilities, or application portal. Direct interaction with customer via phone system may be required.

Continuous Improvement environment where technicians will be expected to verify user experiences and provide input to refine processes that will improve customer experiences and drive increased application adoption.

Performance is measured by individual contribution and quality of work as well as team interaction and collaboration.

Basic Qualifications

• US Citizen who can maintain required DoD Security clearance.
• Must have or be able to reactivate a Department of Defense Top Secret/Sensitive Compartmentalized Information clearance, DoD TS/SCI
• High School diploma or GED with 3 years professional work experience
• Proficient in creating technical documentation & diagrams using Visio or similar
• Ability to work in a Sensitive Compartment Information Facility, SCIF.
• Available to work non-standard business hours including weekends or holidays as needed.
• Prior work experience in a customer service or help desk environment
• Willingness to adhere to Federal COVID mandates.
• Experience with Active Directory.
• Experience working in a ticketing system.

Preferred Qualifications

• Prior SCIF work experience.
• Active or ability to reactivate a DoD TS/SCI Counterintelligence Polygraph clearance, DoD TS/SCI with CI poly.
• Bachelors degree with 1-3 years professional work experience
• Industry certifications such as ITIL V4, CompTIA A+, or related
• Experience working in and contributing to a Continuous Improvement work environment
• Prior experience working in high energy and fast paced work environment
• Someone who thrives in a team atmosphere and can keep their cool when work volume surges
  

The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.