Description
Leidos is recruiting for a Desktop Platform System Administrator 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 System Administrator role, you will:
Serve as the primary technical interface for the Desktop Platform activities and desktop support technical activities.
Ensure customer service is timely and accurate.
Be responsible for the management of user workstations; organize and configure equipment, such as desktops/laptops, printers, copiers, scanners, and faxes; new computers and peripherals.
Setup of workstations includes, but is not limited to, email, shared drives, a collaboration tool that includes instant messaging (chat), voicemail access, and place/receive calls using the Unified Communications office line (soft phone).
Install, upgrade, and maintain operating systems, software applications, and peripherals.
Perform routine maintenance tasks, system backups, and data restorations.
Conduct data transfers from existing computer to new computer during replacement.
Conduct data transfers from existing computer to new computer during replacement.
Maintain an accurate inventory of IT assets and ensure proper asset management.
Configure and oversee network connections, data management, user settings, and security.
Evaluate and replace malfunction hardware, such as memory, hard drive, and optical drive
Coordinate periodic replacement of outdated and obsolete hardware.
Perform Active Directory Management.
Perform Network Access Control (NAC) management.
Conduct incidents root cause analysis and trend analysis and collaborate with the respective teams to mitigate them.
Maintain documentation for software licensing and convey to information technology leadership when support or licensing needs to be renewed. Document by observing the PC hardware management lifecycle.
Provide technical subject matter expertise whenever necessary.
Make recommendations to improve operational efficiency.
Document procedures, configurations, and troubleshooting steps.
Support the heterogeneous environment using Information Technology Infrastructure Library (ITIL) and Lean IT processes, and industry best practices.
Strengthen customer service and collaboration.
REQUIRED EDUCATION AND EXPERIENCE:
Bachelor’s and 4 – 8 years of prior relevant experience or Master’s degree with 2 – 6 years of prior relevant experience
Possess expertise and experience that includes at least 3 years' experience in the server administration and Desktop Platform Management (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.
Possess practical experience with ServiceNow.
Proficient knowledge on Microsoft Windows, Apple MacOS, Linux (CentOS, Ubuntu), iOS, and Blackberry OS, MobileIron, Druva, Bomgar, Microsoft Office 365 suite of tools, Virtual Private Network client, BigFix, ESET, ForeScout, WSUS, Windows GPO, Microsoft, Deployment Tool, PowerBroker, Jamf, Puppet, MDT, Spacewalk, Windows Print Server/Queue, PrintFleet tool, Terminal Services, and Microsoft Endpoint Configuration Manager etc.
Possess system administrator skills, such as handling virus protection updates, domain account management, systems monitoring, and servers.
Understand and apply common network concepts and protocols.
Demonstrate experience with Service Level Agreements (SLAs) and Operational Level Agreements (OLA).
Strong analytical, time management, and communication skills necessary to team with system owners, and IT management for handling incidents/issues.
Experience in Windows, Mac OS, and Linux.
Knowledge of the software used by the customer:
ServiceNow (the current version is Tokyo), including Visual Task Boards
Microsoft 365 products, including Project Online
Jira
Position requires the ability to obtain a Public Trust Clearance.
DESIRED QUALIFICATIONS:
NIH experience a plus.
Microsoft desktop administration certification e.g., Managing Modern Desktops, etc., CompTIA Server+, CompTIA Linux+, Cisco Certified Network Associate, MobileIron certification a plus.
Pay Range:
Pay Range $66,300.00 - $119,850.00The 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.
