To our valued Leidos candidates:

Coronavirus is on everyone's mind with the effects being felt around the world. The markets are volatile, and we're all concerned for the health and safety of our families, friends, and colleagues. Please know that we're taking all necessary measures to safeguard our employees, customers and the communities in which we live, including following all recommended best practices around social distancing.

With that in mind, in an abundance of caution, we are canceling all face to face career events, such as job fairs and open house events. In the coming days and weeks, we will be hosting career events virtually, using our online chat tools so that we may continue our hiring practice safely and securely. You can find available virtual career events at https://career-events.leidos.com.

We are using telephone meetings and online chats via Brazen to conduct interviews and hiring discussions, and we are offering options for video interviews so that you can have a virtual face to face meeting with your potential new leader. We do not conduct interviews or extend offers via text or chat based social media, such as WhatsApp or MySpace.

Leidos will never ask you to provide payment-related information at any part of the employment application process, nor will Leidos ever advance money as part of the hiring process. And Leidos will communicate with you only through emails that are generated by Leidos.com automated system. If you receive an email purporting to be from Leidos that asks for payment-related information or any other personal information, please report the email to Chris Scalia, Leidos’ Senior Vice President of Talent Acquisition, at [email protected].

As a company, as a country, as a world, we have confronted challenging moments before. We are confident that, guided by our values and the strength of our community as well as the commitment we have to the important work we do each day, we will find our way through this time together. We will do this with the care and concern for one another and the common good that defines. Please keep those impacted by the virus in your thoughts.

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Job #: R-00098618
Location: Philadelphia, PA
Category: SCA Computer Operations
Schedule (FT/PT): Full Time
Travel Required: Yes, 10% of the time
Shift: Day
Potential for Telework: No
Clearance: Public Trust
Referral Eligibility: Ineligible
Group: Civil

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Description

Job Description:

The Enterprise IT Service Desk (EITSD) Support subtask, supporting the Digital Innovation for General Services Administration (GSA) Infrastructure Technologies (DIGIT) task order, is relied upon to provide IT services that appropriately respond to the time-sensitive needs of customers, including Very Important Persons (VIPs) and executives, and provide prompt referrals and escalations to an appropriate IT support service option.  The EITSD provides support to users of GSA’s internal infrastructure as well as applications and systems owned by various GSA Service and Staff Offices. The EITSD is the centralized POC for GSA end users and customers to report incidents, submit requests, seek advice, and register complaints about GSA’s IT infrastructure, applications, and programs supported in the environment.

As a Senior IT Service Desk Support Analyst, your primary responsibility is ticket processing and resolution management, which includes detailed and clear documentation of the problems and the actions taken to resolve them.  Customer service is key to this position.  You will provide on-site technical assistance to computer users by answering questions to resolve computer problems for the end user. Typical assistance concerns the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.

POSITION RESPONSIBILITIES:

  • Performs a variety of clerical and administrative duties pertaining to on-site support
  • Responds to trouble tickets to resolve user problems
  • Provides technical support through phone, email, and instant message to users in the areas of password resets, e-mail, directories, standard MS Windows desktop applications, smartphones, and network connectivity
  • Provides personal computer support problem analysis, and hardware/software installation and configuration
  • Interacts daily with customers to ensure productivity; provides individual feedback
  • Monitors team productivity and quality; provides individual feedback
  • Maintains an audit trail and statistical records of all problems and conditions reported by the client
  • Higher levels of troubleshooting of computer and network issues and coordination with other departments to facilitate fixed actions

CONTRACT REQUIRED QUALIFICATIONS:

  • Public Trust Clearance (Or ability to obtain)
  • ITIL v4 Foundations Certification or higher obtained within the first 60 days of the hire date
  • Possesses and applies a comprehensive knowledge across key tasks and high-impact assignments
  • Plans and leads major technology assignments
  • Evaluates performance results and recommends major changes affecting short-term project growth and success
  • Functions as a technical expert across multiple project assignments
  • May supervise others
  • Contributes to deliverables and performance metrics

EDUCATION AND EXPERIENCE:

  • Associate’s Degree or equivalent and 4+ years of work experience
  • At least one (1) year of experience with Windows desktop support
  • At least two (2) years of experience working knowledge of remote tools
  • Experience supporting industry-standard software products
  • Experience demonstrating time management and self-discipline

PHYSICAL REQUIREMENTS:

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.  While performing the duties of this job, the employee is regularly required to do the following:

  • Personnel is expected to ensure the protection of proprietary company and customer information consistent with the company’s expectations of information security
  • Communicate and respond to verbal communications in person, over the phone, or by video chat
  • Communicate clearly and succinctly in writing, primarily utilizing a keyboard
  • Sitting for long periods
  • Viewing computer screens for long periods of time
  • Travel may be required within a 50-mile radius

CONTRACT DESIRED QUALIFICATIONS:

  • Must be willing to work a variety of shifts, including holidays as scheduled
  • Possess the ability to communicate in both oral and written forms, demonstrating an ability to communicate effectively with all levels of staff as well as clients
  • Familiarity with the following technologies: Windows, web browsers, and basic functions of Active Directory

Pay Range:

Pay Range - -

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.

About Leidos

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 44,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $13.7 billion for the fiscal year ended December 31, 2021. 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.

Securing Your Data

Beware of fake employment opportunities using Leidos’ name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system – never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at [email protected].

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.

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.

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