{"id":730257,"url":"https://alion.io/job/leidos-sr-tier-2-helpdesk-lead","title":"Sr. Tier 2 Helpdesk Lead","company":{"id":7791,"name":"Leidos","domain":"leidos.com","url":"https://alion.io/company/leidos","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":78,"open_postings":281,"ghost_share":0.004,"stale_share":0.868,"repost_share":0.004,"time_to_fill_p50_days":28,"computed_at":"2026-10-29T05:49:05Z"}},"role":"Support","role_family":"Support","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Fort Belvoir, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":52000,"max":94000,"currency":"USD","period":"year","gross":null,"usd_annual":94000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Service Desk","optional":false},{"name":"PowerShell","optional":true},{"name":"Windows","optional":true}],"status":"live","first_seen_at":"2026-09-11T09:36:24Z","employer_posted_date":"2026-09-11","last_verified_at":"2026-10-29T14:58:48Z","board_verified":true,"closed_at":null,"days_open":48,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":48},"description":"Leidos is seeking aSr. 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.\nIn 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.\nClearance: Must currently hold an active DoD TS/SCI clearance.\nPrimary Responsibilities:\nTeam Leadership & Task Coordination\nAct 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.\n\nReview 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.\n\nOversee 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.\n\nTechnical Support\nTroubleshoot, resolve, or escalate remote and deskside IT issues.\n\nResolve connection and imaging issues on classified/unclassified endpoints.\n\nPerform VDI troubleshooting and resets on SIPR thin clients.\n\nDeploy and troubleshoot MFDs/printers, and coordinate vendor servicing.\n\nSet up IT equipment (ADPE) for new employee onboarding.\n\nExecute routine desktop installation and hardware setup tasks.\n\nAdvanced Technical Support\nPerform root-cause analysis and advanced diagnostics to resolve complex remote and deskside IT incidents.\n\nTroubleshoot advanced connectivity and systemic imaging failures on Unclassified and Classified Endpoints (including SCIF deployments).\n\nExecute advanced VDI diagnostics and SIPR thin client remediation prior to Tier-III Virtualization escalation.\n\nDiagnose complex network printing (MFD) faults and coordinate advanced servicing with vendor technicians.\n\nRemediate complex account administration issues and secure access controls for enterprise applications and services.\n\nDeployment & Infrastructure Support\nCoordinate and execute comprehensive desktop installation projects, encompassing ADPE setup, VTC suites, and network validation.\n\nMaintain Microsoft Planner Dashboards with detailed technical updates to brief leadership on deployment and device status.\n\nProcess & Compliance\nExecute all technical interventions in strict compliance with ITSM, ITIL, and information systems security/assurance protocols.\n\nAuthor comprehensive Knowledge Base Articles (KBAs) to document complex workarounds and newly identified fixes.\n\nDeliver prompt, high-level technical customer service, clearly communicating service degradations and remediation steps to users.\n\nMentor peer technicians by demonstrating advanced endpoint and peripheral troubleshooting methodologies.\n\nBasic Qualifications:\nHigh School with 8+ years of relevant experience.\n\nActive DoD TS/SCI clearance at time of consideration.\n\nCurrent 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.\n\nDemonstrated experience acting as a shift lead, dispatcher, or team coordinator within an IT Service Desk environment, with a proven track record of supporting peers.\n\nStrong organizational and communication skills with the ability to guide team members and distribute routine operational tasks effectively under standard operating procedures.\n\nExperience 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.\n\nExperience meeting service level goals and targets.\n\nPreferred Qualifications:\nSystems or network administration experience in Windows environment and/or advanced PowerShell, scripting\n\nFamiliarity with automated call distribution systems.\n\nCertification in a process-based platform including programs equal to ITIL, HDI, CoBIT, Lean Six, Six Sigma,etc.\n\nIf you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo - because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 - and moving faster than anyone else dares.\nOriginal Posting:\nSeptember 11, 2026For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.\nPay Range:\nPay Range $52,000.00 - $94,000.00The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. 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