Job Description

Description

Provide general program information and/or general position overview. Example: The [Name] Group at Leidos currently has an opening for a [Job Title] to work in our [City, State] office. This is an exciting opportunity to use your experience helping the [Contract/Program Name] mission. In this mission we\xe2\x80\xa6

At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers\xe2\x80\x99 success. We empower our teams, contribute to our communities, and operate sustainable practices. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business. Employees enjoy career enrichment opportunities available through mobility and development and experience rewarding relationships with supportive supervisors and talented colleagues and customers. Your most important work is ahead.

If this sounds like the kind of environment where you can thrive, keep reading!

Leidos is looking to fill a Tier 1/2 Service Desk/Deskside Support Administrator position within the Analysis Solutions Division (ASD) to support the National Media Exploitation Center (NMEC). This individual will belarge, multi-enclave enterprise environment. This individual will work in a team environment to ensure mission needs are met and ensure functionality of capabilities of customers. Individuals in this role may be required to perform technical software configuration, rebooting, and other remedial actions on customer systems. The customer utilizes an Agile Framework to plan and successfully complete all initiatives. The work location is in Bethesda at the Intelligence Community Campus. The service desk work hours align within the customer\xe2\x80\x99s hours of 0600-1800, Monday through Friday. The customer considers core hours as 0900-1500. You can expect to work approximately 8.5 hours per day, which includes a 30-minute non-billable meal break. In most cases hours between 0600 and 1800 will be flexible as long as they are consistent hours. This position may require work during off-peak hours based upon customer direction/needs.

Primary Responsibilities

• Provide first point of contact for all customer queries and incidents via walkup, phone, email, or chat.
• Manage and administer accounts to include account creation, password resets, troubleshooting, and termination/deletion.
• Document and track customer requests and incident in the customer\xe2\x80\x99s approved IT Service Management (ITSM) solution.
• Properly document initial troubleshooting and triage steps and escalate to Tier 2/3 support teams when appropriate to resolve more complex customer issues.
• Provide telephone support to customers in a professional, knowledgeable manner to maintain excellent customer relationships.
• Ensure all tickets are logged and assigned to the correct team.
• Proactively monitor Incidents for trends and potential Problem Records and highlight these to the Service Desk Manager.
• Update Service Desk documentation for new processes and procedures to share best practices, capture changes in the environment, and streamline initial response to common issues to reduce duplication of effort.
• Produce both customer-facing and internal knowledge base documentation as required.
• Actively participate in Continual Service Improvement Activities to share their experience and knowledge and support service enhancement.
• Support customer inquiries and requirements.

Basic Qualifications

• Requires a bachelor\xe2\x80\x99s degree and 4+ years of relevant experience, additional years of experience may be considered in lieu of a degree
• Experience creating and managing domain accounts within Active Directory
• Familiarity with supporting virtual desktops running Microsoft Windows
• Experience troubleshooting common Active Directory account issues and errors.
• Experience troubleshooting software and hardware issues for end user devices to include workstations, printers, and scanners.
• Experience with troubleshooting hardware faults, coordinating warranty replacement requests and installation of replacement components internal to the workstation.
• Responsible for being the first contact for customers via phone calls, email, chat, and walkup assistance requests. This individual will help ascertain the nature of the call, resolve issues where possible, and escalate to the appropriate work group, when necessary. This role requires an individual with experience managing Windows domain accounts for users and workstations to include creation, modification, troubleshooting, disabling, and deleting. Individual will also assist customers with installation, repair and relocation of end user devices to include workstations, printers, scanners and telephones. Duties include examining incidents and problems and suggesting and implementing appropriate corrective action to initiate a repair or return to service. This role analyzes recurring problems and initiates solutions for preventing reoccurrence and analyzes existing infrastructure for tuning/performance enhancements. The individual will provide systems and software operations and maintenance support in a
• Experience with reviewing Microsoft Windows event logs to determine possible root causes and research common fix actions.
• Familiarity with incident analysis to identify trends indicative of a larger problem and ability to articulate problem in an effective manner to peers and higher tier support elements for resolution.
• Experience with using Microsoft tools such as Active Directory, DNS, and DHCP to add new workstations to the domain and troubleshoot existing workstations issues.
• Experience deploying operating systems to workstations via PXE Boot and troubleshooting common errors preventing deployment.
• Experience troubleshooting operating system, application, and patch deployment issues at the workstation to restore communication to centralized SCCM/MECM/WSUS capabilities
• Effective time management skills and ability to work independently and prioritize work efforts based on customer and mission impact.
• Ability to utilize an IT Service Management (ITSM) tool to properly document, track, and resolve customer incidents and requests.
• Ability to triage and properly classify incidents and prioritize work efforts.
• Strong oral and written communications skills
• Experience establishing goals and plans that meet project objectives.
• Track record of working effectively within a team, and support to peers toward improved processes and results
• Candidate must, at a minimum, meet DoD 8570.11- IAT Level II certification requirements (currently Security+ CE, CCNA-Security, GSEC, or SSCP along with an appropriate computing environment (CE) certification)

Clearance

• TS/SCI with CI Poly required for Position or TS/SCI and willingness to obtain a poly.
• US Citizenship is required due to the nature of the government contracts we support.

Preferred Qualifications

• Background in hardware setup, deployment and maintenance to include workstations, printers, scanners, servers and phones.
• Experience with operating system/application patch management methodologies
• Experience operating and maintaining Linux based systems
• Experience with operating system and application deployment utilizing SCCM/MECM
• Certification relating to Microsoft Certified Solutions Expert (MCSE) Certification or MCSA (Microsoft Certified System Administrator) a plus
• Experience with ITIL systems to include, ServiceNow, Service+, JIRA and Remedy Support Software
• Experience with troubleshooting network storage connectivity from an end-user perspective
• Experience working in an Agile environment
• Familiarity with Hyper Converged Infrastructure (HCI) concepts and solutions
• Familiarity with virtual servers and technologies
• Experience with troubleshooting within a secure environment
• Experience with backup and restore procedures

Pay Range: Pay Range $66,300.00 - $102,000.00 - $137,700.00

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.

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