Okay, I've searched for Enterprise Service Desk Specialist roles in Kansas City, MO that require a DoD Secret security clearance, 3+ years of experience, CompTIA Security+ certification, and full-time positions. I found 24 available jobs matching your criteria.

Sure. Here's the analysis:

Job Analysis:

The Enterprise Service Desk Specialist, Mid role at Leidos is fundamentally designed to be the frontline defender and facilitator for one of the world's most critical and secure IT environments—the Navy-Marine Corps Intranet. The primary purpose of this position is to deliver Tier 1 support by promptly addressing and resolving IT issues through phone and online channels, ensuring seamless network operations and robust cybersecurity posture. Candidates in this role must be adept at quick troubleshooting, handling IT ticket management, and escalating complex problems as necessary, all within a mission-critical and highly regulated government environment. Given the role’s integration within a vast and sophisticated enterprise network, successful performance hinges on an ability to absorb and enforce strict DoD security protocols, maintain continuous network health monitoring, and communicate effectively with both technical teams and end users. The expectation is that this specialist navigates the complexity of a dynamic IT infrastructure, balancing customer service excellence with technical precision to uphold operational readiness. Accomplishing these tasks requires proficiency in security certifications like CompTIA Security+ and demonstrated hands-on experience with remote tools and ticketing systems, enabling swift incident response and minimizing downtime. Moreover, working flexible shifts underscores the need for dedication and resilience in addressing urgent network issues around the clock. Success within the first year likely means mastering the network’s ecosystem, reducing incident resolution times, and contributing to the modernization efforts that underpin the Navy-Marine Corps’ enterprise network consolidation.

Company Analysis:

Leidos operates as a Fortune 500 powerhouse, deeply embedded in national security and health sectors, renowned for its innovation and commitment to impactful, mission-driven work. This company’s strategic focus on delivering advanced technology solutions in highly regulated, critical arenas means employees must uphold exceptional standards of reliability, security, and ethics. Leidos’ recognition for diversity, ethics, and veteran support highlights a culture valuing inclusivity, integrity, and employee growth. This environment is fast-paced, collaborative, and supportive, where continuous learning and adaptability are privileges across all teams. The Enterprise Service Desk Specialist role exists within Leidos’ expansive and high-stakes IT services program supporting the Navy, a clear indicator that the position does not operate in isolation but contributes directly to large-scale, transformational government contracts. This context requires that the specialist not only be a technical expert but also a strong communicator capable of working cross-functionally with cybersecurity teams, network operations, and service management. As part of a program that is the largest in Naval history, this role offers visibility into high-impact systems and the opportunity to build a career within a company that prioritizes advancement through mobility and development. The culture’s emphasis on work-life balance and remote employee inclusion suggests that succeeding here involves balancing rigorous operational demands with self-management and collaboration across dispersed teams. Strategically, this position is critical to ensuring the reliability and security of an enterprise network that simultaneously aims to unify services and reduce costs, placing this specialist at the heart of operational efficiency and security modernization efforts.

Absolutely. Here are some mock interview questions that could come up:

• Behavioral: Tell me about a time when you had to troubleshoot a technical issue over the phone without direct physical access to the system. How did you ensure the problem was resolved efficiently?
• Behavioral: Describe an experience where you managed multiple IT tickets with competing priorities. How did you prioritize and manage your workload?
• Behavioral: Can you share an example of when you had to communicate a technical outage to non-technical users? How did you ensure their understanding and maintain calm?
• Behavioral: Talk about a time you had to work a shift that was outside of regular business hours. How did you manage your energy and focus during this time?
• Technical: How do you approach Tier 1 IT support troubleshooting on a secure government network, and what tools and processes do you rely on?
• Technical: Explain your experience with IT ticketing systems and how you ensure accurate documentation and timely resolution of incidents.
• Technical: What steps do you follow when using remote desktop takeover tools to diagnose and resolve user issues?
• Technical: How does your CompTIA Security+ (or similar IAT Level II certification) knowledge guide your approach to handling network security incidents at the service desk level?
• Situational: Imagine you detect a network outage affecting multiple users but are unsure of the root cause. What immediate actions would you take and how would you communicate with your team and customers?
• Situational: A user calls repeatedly about an ongoing problem despite previous escalations. How would you handle the user interaction and ensure the issue is prioritized properly?
• Situational: You receive a high volume of tickets during a critical system update, and the team is short staffed. How do you maintain service levels and escalate when necessary?
• Company Fit: Why are you interested in supporting the Navy-Marine Corps Intranet project specifically within Leidos?
• Company Fit: How do your personal values align with Leidos’ commitment to ethical business practices and mission-driven work in national security?
• Company Fit: Leidos promotes a flexible and inclusive work culture. How do you see yourself contributing positively to this environment, especially in a remote or shift-based role?
• Questions for Interviewer: Can you describe the team structure and how this role interacts with cybersecurity and network operations groups?
• Questions for Interviewer: What are the biggest challenges the Enterprise Service Desk team is currently facing within the Navy-Marine Corps network modernization project?
• Questions for Interviewer: How does Leidos support career growth and ongoing certification or training for service desk specialists?