Senior Service Desk Analyst (Tier 3 Support)

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If this sounds like a mission you want to be a part of, keep reading!

Civilian Health Solutions uses a wide range of capabilities in Digital Modernization, Mission Software Systems, and enabling technologies like Artificial Intelligence and Machine Learning to support our customers' mission in advancing biomedical research and protecting public health. Our team's focus is ensuring our health customers have the right solutions to keep pace with an ever-evolving public health landscape and prevent the next public health crisis. To explore and learn more, click here!

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Job Description

Leidos' Civilian Health Solutions Operation is seeking a dynamic, mission-centric hands-on Senior Service Desk Analyst (Tier 3 support) to support a federal agency's large, mission-critical 24/7/365 enterprise Service Desk.

The position will be on client-site in the Rockville, MD or D.C area with a potential of 25% remote work.

Candidate must be US Citizen with the ability to obtain a level 5 Public Trust clearance.

As a Service Desk Analyst, you are expected to possess exceptional customer engagement, communication, technical, and analytical skills. This challenging position requires an individual with demonstrated experience in resolving technical client support in a service desk setting, ability to perform technical troubleshooting and provide data analysis to determine root causes of application issues. The candidate must possess strong communications skills and the demonstrated ability to convey technical concepts to non-technical audiences.

Primary Responsibilities

• Work as a senior member or lead of service desk area responsible for delivering outstanding customer service and technical support to users.

• Assist team in ensuring the smooth operation of the service desk, managing escalations, and implementing service improvement initiatives.

• Manage the daily operations of a service desk, ensuring that all support requests are handled in a timely and professional manner.

• Monitor service desk metrics and KPIs to identify trends and areas for improvement.

• Support service improvement plans and SLAs to enhance the quality and efficiency of the support services provided to users.

• Escalate complex or critical issues to the appropriate stakeholders and follow up to ensure timely resolution

• Maintain up-to-date knowledge of the customer, its services, and its customers to effectively manage the service desk operations

• Establish and maintain relationships with key stakeholders to understand their support needs and build trust and confidence in the service desk.

Required Qualifications:

• Bachelor's degree and 8+ years of experience supporting a service desk or IT support team.

• Ability to potentially interact with senior staff in the agency and scientific community.

• Ability to work/ collaborate with different contractor and government teams as well as industry and vendors with a high level of professionalism, good judgment, and tact.

• Ability to work well under pressure and be flexible at juggling competing priorities. Must be resourceful and independent problem solvers.

• Experience with Zendesk and ServiceNow ticketing systems.

Preferred Qualifications:

• Experience within healthcare domain (preferably FDA, NIH, or agencies in HHS) is highly preferred.

• ITIL4 Foundations, HDI Certification

• Prior experience with NIH/HHS

• Mac experience is a plus

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Original Posting Date:

2024-06-13

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.

Pay Range:

Pay Range $61,750.00 - $111,625.00

The Leidos pay range for this job level is a general guideline only and 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.