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We are in search for a Computer Support Specialist to work at our customer site at the National Maritime Intelligence Center at the Pentagon, DC location. This is an exciting opportunity to use your experience to Support Hopper civilian and military personnel in responding to employee queries and problems concerning their Windows and UNIX workstations by providing subject matter expertise in the existing areas of IT hardware installation (including some server installation/racking), relocation, repair, removal, and destruction. In this role, you will augment and support the Hardware Operations Division (ISC-N34) mission requirements for the HOPPER Information Services Center (ISC) comprised of the following two Information Technology hardware task types: installation and break/fix; relocation; repair and disposal and Asset/Property management support.
The HOPPER mission is to provide information technology services to fully enable the Office of Naval Intelligence and the Navy to meet mission requirements. The ISC Operations (ISC-O) Department is an integrated workforce of civilians, active duty and Reserve Naval professionals who support combat operations and provide vital information for planning America’s defense against maritime threats at home and around the world. ISC-N3 Operations provides Enterprise Operations support to the ONI customer community at the National Maritime Intelligence Center facility, to Department of Navy Sensitive Compartmented Information Facilities in the National Capital Region, and Contiguous United States, and to shore SCIF’s supporting commands subordinate to United States Fleet Forces around the world, all on a 24/7 basis.
What Will You Do
The technical support requirements include but are not limited to Subject Matter Expert (SME) technical support in the areas of computer installation and break/fix, relocation, repair, and inventory control/property management. You will also provide continuous training to new Government and Military personnel from the perspective of being the SME for this support and will play a key partnership role in the re-engineering of current processes to become dramatically more efficient. This work is performed primarily at the NMIC in Suitland, MD and the Pentagon, as well as several other facilities in the National Capital Region.
•Develop SOPs, advise and train personnel in best practices, and monitor and assess work quality, and shall supplement Government personnel in actual task completion.
•Assist in the development, documentation, and execution of a Technical Refresh Program (Tech Refresh) for all HOPPER IT assets to include recommending technical and functional specifications and product line model selection for Tech Refresh of desktop computers, printers, and peripheral hardware.
•Develop, document, and deliver on-the-job training materials, quick reference guides, task checklists, and standard operating procedures supporting this task.
•Document existing processes, monitor efficiency and quality of execution, maintain familiarity with current best practices and emergent tools, techniques, and procedures, and recommend process improvements or redesign of previous tasks to improve effectiveness and efficiency and to reduce cost.
•Coordinate with other teams (e.g. Networks, Telephony, VTC) whenever assistance is needed to complete the job and resolve the Remedy ticket.
•Support the Hopper civilian and military personnel in responding to employee queries and problems concerning their Windows and UNIX workstations.
•Provide subject matter expertise in supporting the Government and Military technicians in the existing areas of IT hardware installation (including some server installation/racking), relocation, repair, removal, and destruction. This also includes installing software, and supporting meetings, briefings, and conferences.
•Occasionally utilize personal vehicle to travel to all NCR sites to perform the execution of customer Remedy tickets requirements.
•Provide the necessary training to the Military to increase flexibility for the NMIC, NSF-A and other NCR facilities.
•Provide tactical troubleshooting, e.g. Tier 1 support, for eBook readers, Microsoft surface pro and Apple iPad tablets, tablet cart and tablet content management suite
•Manage every aspect related to keeping the HOPPER IT asset (computers, printers, KVMs, cables, monitors, etc.) inventory at operational levels.
Your Areas of Knowledge & Expertise (job qualifications)
•A High School Degree or equivalent with a minimum of 5 years of related work experience
•5 or more years' of maintenance and repair in Windows, LINUX and UNIX based infrastructure (Windows Server/Exchange and Solaris).
•3 or more years' experience with the Remedy Action Request System or Equivalent.
•Microsoft Proficiency in: Word, Excel, PowerPoint, Project, and SharePoint
•Experience with producing reports, charts, spreadsheets, and database and dashboard data per predefined schedules, or on an ad hoc basis.
•Strong documentation skills.
•Experience with tools such as System Center Configuration Manager (SCCM) and BMC Remedy
•Ability to write and speak clearly when exchanging information with customers in person, e-mail, web-based text chat, or other written documents.
•Experience using existing enterprise tools to remotely access user desktop views and manipulate system to conduct tactical troubleshooting, verify symptoms, and fine-tune problem description, and to isolate faults to resolve the commonly reported basic problems
•Experience with eBbooks, Apple IPAD’s and/or Microsoft Surface Pro mini laptops.
•Must have a reliable vehicle and a valid drivers license
•Must possess an IAT Level II DoD Approved 8570 Baseline Certification (e.g. Security+ce or equivalent) in accordance with DOD 8570.01-M
Security Clearance Requirement
•Must have a DoD Top Secret/SCI clearance
•Up to 10% travel may be required within the National Capital Region
Preferred (nice to have)
•2+ years degree from an accredited college or university
•Experience configuring Nortel/Avaya and Cisco VOIPs phones
Pay Range:Pay Range $60,450.00 - $93,000.00 - $125,550.00
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.
Leidos is a Fortune 500® technology, engineering, and science solutions and services leader working to solve the world’s toughest challenges in the defense, intelligence, civil, and health markets. The company’s 47,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $14.4 billion for the fiscal year ended December 30, 2022. For more information, visit www.Leidos.com.
Pay and Benefits
Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here.
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Commitment to Diversity
All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.