Description
Leidos is recruiting for a Help Desk Platform Systems Engineer to support a project that provides desktop management and user support for approximately 7,000 staff who are on-site in Bethesda, Rockville, and Frederick, and working remotely. The Service Desk provides maintenance support for approximately 14,000 personal computer systems, mobile devices, printers, and software for these staff.
This position is contingent upon contract award
Approximately 65% of the personal computer systems are running Windows, 34% are running Mac, and 1% are running Linux operating systems.
This program also supports and maintains a variety of Apple and Blackberry mobile devices, printers, and software for the user community.
The Service Desk receives over 168,000 tickets per year, with approximately 143,000 tickets per year in Bethesda and Rockville and 25,000 tickets per year in Frederick. Approximately 1,300 of these are VIP tickets where a faster response and a higher level of service is required. Approximately 12% of tickets in 2020 were submitted via chat.
Work will primarily be performed at Government facilities, to include Bethesda, Rockville, and Frederick. In this Help Desk Platform Systems Engineer role, you will:
Work with the Desktop Platform Management (DPM) team and serve as the primary solution and design lead. DPM will be responsible for the resolution of the most difficult issues and escalations from Helpdesk or Desktop Support.
Support the heterogeneous environment using Information Technology Infrastructure Library (ITIL) and Lean IT processes, and industry best practices.
Use technology to optimize efficiency and improve support.
Balance the efficiency of support with maintaining the highest standard of quality and customer service.
Strengthen customer service and collaboration.
Standardize ticket handling across customer organization.
Improve software management strategies.
Unify customer service offerings and products into a single service catalog.
Develop Service Level Agreements (SLAs) for user support services.
Simplify the service request intake process.
REQUIRED EDUCATION AND EXPERIENCE:
Bachelor’s degree and at least 7 years’ experience in systems engineering with an emphasis on problem solving and solutioning within the DPM field.
Demonstrate knowledge of the most current ITIL standards and complete; specifically, ITIL’s Incident Management and Request Fulfilment practices.
Possess and maintain an ITIL Foundations certification or complete this certification within three months of beginning support on this contract.
Experience with Service Level Agreements (SLAs) and Operational Level Agreements (OLA).
Experience developing Standard Operating Procedures (SOPs) for troubleshooting issues before they get escalated to the DPM team.
Experience management and monitoring relevant ServiceNow functions such as ticket creation, queue management/routing to the appropriate team, triage incoming tickets, ticket updates, ticket closure, ticket escalation, workflow creation and problem. management, ServiceNow systems, and workflow testing.
Expertise in Windows, Mac OS, and Linux.
Desktop platform operations experience.
Desktop platform engineering expertise.
Extensive knowledge of the software used by the business:
ServiceNow (the current version is Tokyo), including Visual Task Boards
Microsoft 365 products, including Project Online
Jira
Clarity (formerly CA PPM) financial reporting solution
Experience with remote access support services.
Position requires the ability to obtain a Public Trust Clearance.
DESIRED QUALIFICATIONS:
NIH experience a plus.
Certified Systems Engineering Professional (CSEP) a plus.
Pay Range:
Pay Range $78,000.00 - $141,000.00The 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 46,000 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.
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.
