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Job #: R-00007511
Category: Systems Administration
Schedule (FT/PT): Full time
Travel Required: No
Shift: Day
Potential for Telework: No
Clearance Required: Top Secret
Referral Eligibility: Eligible
Group: Intelligence

Job Description:

Job Description

The Help Desk Systems Administrator will be a member of a leading edge, dynamic technical program - NEWTTON. This program is a small development program in Washington DC with Agile Development and migration to the cloud. This development program is a workflow tool to engage linguists for the Intelligence Community.

The Help Desk Systems Administrator is responsible for Tier 1 and 2 helpdesk activities, responding to user concerns, and Tier 3 systems administration work. The Tier 1 and 2 Help Desk activities are creating and disabling accounts, changing passwords, ensuring functionality of the system. The Tier 3 support includes trouble shooting application issues within Windows Servers, migrating data between multiple systems, and coordinating development efforts for system issues. The Helpdesk is required to support 6:00 AM - 6:00 PM Monday - Friday. There are two Helpdesk Shifts: 6:00 AM - 2:00 PM and 10:00 AM - 6:00 PM.

Primary Responsibilities

  • Provide first level contact and convey resolutions to customer issues.
  • Properly escalate unresolved queries to the next level of support.
  • Track, route and redirect problems to correct resources.
  • Update customer data and produce activity reports.
  • Walk customers through problem solving process.
  • Follow up with customers, provide feedback and see problems through to resolution.
  • Utilize excellent customer service skills and exceed customer's expectations.
  • Ensure proper recording, documentation and closure.
  • Recommended procedure modifications or improvements.
  • Preserve and grow your knowledge of help desk procedures, products and services.
  • Additional duties may include, fielding software updates, system testing and enhancements, metrics gathering, report creation, and implementation of both operational and technical requirements into a production environment.
  • The candidate will use their strong, well-rounded foundation of technical skills and experience encompassing a broad range of information technology (IT) fields including hardware, software, networks, and information security.
  • Working in a team-oriented help desk/technical support environment and will be working in Sponsors IT systems and networks.

Basic Qualifications

  • Bachelor's Degree and 2-4 years of prior relevant experience or Master's Degree with less than 2 years of prior relevant experience or High School Diploma and 4 years of prior relevant experience
  • Cleared at the Top Secret level with the ability to pass a CI polygraph
  • Proven working experience in providing help desk support
  • Experience in identifying technical problems, troubleshooting a variety of hardware and software issues, and engineering technical solutions.
  • Windows System Administration experience
  • Working knowledge of help desk software, databases and remote control
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills
  • Customer service orientation.

Preferred Qualifications

  • Experience migrating systems to the cloud
  • AWS/Cloud experience
  • VMWare experience
  • Experience with Oracle Databases
  • Security+ Certification
  • Microsoft Certification

Leidos is a Fortune 500® information technology, engineering, and science solutions and services leader working to solve the world’s toughest challenges in the defense, intelligence, homeland security, civil, and health markets. The company’s 31,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $10.17 billion for the fiscal year ended December 29, 2017. (NYSE: LDOS) All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

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