The Civil Health Operation of Leidos is seeking a Tier 3 Helpdesk specialist, contingent upon contract award, in Baltimore, MD. The Systems for Inspections, Recalls, Compliance Enforcement (SIRCE) and Imports program supports the Food and Drug Administration (FDA) Office of Regulatory Affairs' (ORA) critical work to safeguard the foods, drugs, devices, biologics, and veterinary products that the Agency regulates. These systems continue to evolve to meet emerging business needs and to support new mandates and initiatives. It is important to respond to customer needs and issues. The Tier 3 helpdesk provides Subject Matter expertise (SME) to trouble shoot and resolve customer reported issues that have not been solved by the Tier 1 and Tier 2 helpdesk. Specific roles & responsibilities for the Tier 3 Helpdesk/SME position include but not limited to the following: - Respond to email, assigned tickets with a team of 3-4 peers to ensure timely closure of issues within documented program service level agreements - Respond and contact customers to ensure timely and accurate closure of issues and provide follow up information as required - Update and review the Known Error repository for existing issues that are recurring in nature or document new issues to provide information for error handling for future, similar problems - Provide occasional (approximately 1 weekend per month after a 3 month start up period) Operating system, Oracle and Environmental patching support for application checkout and coordination - Note Hours can be offset within a 2 week period to reduce overtime - Support shifts within a team structure - core hours that require coverage are 8AM - 9PM with a team that works together to ensure customer responses
Minimum Qualifications Years' experience - 1 to 3 years as a SME or tier 2/3 helpdesk experience with database issues and with an Associate's degree or higher - Or - A 4 year degree in a related field (CS, IT, Math, SE) with related coursework in Database management and concepts - Proven experience working in applications (or equivalent college coursework) with SQL commands (Queries, Insert, delete, update) - Demonstrated trouble shooting and analytical skills - Demonstrated ability to learn/adapt/apply new skills and techniques - Ability to perform data and information co-relationships - Excellent verbal and written communication skills, including experience working directly with customers to close on issues - Ability to work across 2 shifts and be flexible with hours (with prior notice) - Ability to work approximately 1 weekend per month (possible on call) after a 3 month ramp up time
Requires US Citizen or US Person with the ability to obtain a Public Trust Clearance.
Desired skills: - Experience with Oracle databases - Experience or working knowledge of Remedy or Service now ticking systems or similar helpdesk tracking applications - PL/SQL knowledge - Ability to perform and recognize trends of data for tickets
External Referral Bonus:
Potential for Telework:
Clearance Level Required:
Scheduled Weekly Hours: