Helpdesk Specialist Tier 2

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Profit sharing
• Training & development
• Tuition assistance
• Vision insurance

Sarela Tech is seeking an Desktop Systems Lead /Senior Desktop Systems Analyst to support large-scale migration and operations on a large, high-profile DOD contract in Fort Belvoir, VA OR Albuquerque, New Mexico. 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.

• Coordinate Desktop Installation projects by Organizing the implied tasks and equipment needed to complete tasks
• Evaluate enterprise peripheral integration, establish SCIF workstation security standards and integrate Printers
• Design, configure, and maintain enterprise endpoint systems and deploying OS Images
• Leads by example and trains new desktop system analysts on how to perform root cause analysis for Endpoints and Printers
• Demonstrated outstanding customer service and follow up to customers for their care
• Optimize virtual desktop infrastructure (VDI) configurations provide root cause analysis
• Understands compliance of information systems security and assurance
• Deployment, imaging, troubleshooting connection issues of Endpoints for IT Service Desk mission tasks in the DTRA SCIF areas.
• Deployment of the new Printers in SCIFs and various locations in DTRA.
• Document updates for Microsoft Planner Dashboards to keep Leadership informed of tasks
• Perform root-cause system performance analysis and establish enterprise incident mitigation strategies to deliver permanent resolution
• Direct and mentor junior desktop system analysts
• Oversee queue management and ensure SLAs and response times are met
• Act as the primary escalation point for complex technical tickets
• Perform root cause analysis on Endpoints and Printers
• Diagnose complex Operating System issues (Windows) and device driver conflicts
• Oversee workstation refresh programs, data migrations, and OS imaging
• Coordinate peripheral deployments (enterprise printers, AV systems, mobile devices)
• Partner with network and cybersecurity teams to enforce IT security policies
• Draft and maintain standard operating procedures and technical playbooks

• Bachelors Degree with 8 – 12 years of prior relevant experience or Masters with 6 – 10 years of prior relevant experience. May possess a Doctorate in technical domain. Additional experience will be considered in lieu of a degree.
• Current 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.
• 4+ years of experience in enterprise systems administration, IT Service Desk Customer Service.
• Demonstrated experience utilizing ITSM enterprise suites (e.g., Service Now) for incident governance, infrastructure tracking, and root-cause analysis.

• Systems or network administration experience in Windows 11 Operating System and/or Linux environments.
• Familiarity with automated call distribution systems.
• Certification in a process-based platform including programs equal to ITIL, HDI, CoBIT, Lean Six, Six Sigma,etc.