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Job #: R-00009196
Location: Reston, VA
Category: Systems Administration
Schedule (FT/PT): Full time
Travel Required: No
Shift: 12 Hour Shift Pattern
Potential for Telework: No
Clearance Required: Top Secret/SCI with Polygraph
Referral Eligibility: Eligible
Group: Intelligence

Job Description:

This role provides customer service representative support for customer Service Desk operations. This role requires an individual that is technical, customer oriented and familiar with using desktop software applications such as web browsing and client software, and IT Service Management software such as JIRA, ServiceNow, or Remedy. This individual should be detail oriented in order to capture customer inquiries appropriately. Role requires excellent oral and written communication skills. Personnel work first, second, third, and weekend shift work to support 24x7x365 support. This role is responsible for interacting with customers to handle service inquiries and problems. Duties include examining highly complex customer problems and suggesting and implementing appropriate corrective action to initiate a repair or return. This role analyzes recurring problems and initiates solutions for preventing reoccurrence. Individuals in this role may be required to remotely log into the end users' endpoint (desktops and/or servers with Windows or Linux OS) in order to perform technical software configuration, rebooting, and other remedial actions. Responsible for developing and applying in-depth understanding towards solutions of technical issues and problems in multiple area of disciplines that are undefined and complex. Issues are complex in nature, team members respond to and address customer technical challenges through the diagnosis, analysis, application, and monitoring of complex solutions across multiple technical platforms which span organizational structures and classification levels. This position requires working a twelve hour rotating shift.

EDUCATION & EXPERIENCE: Requires BS and 4 - 8 years of prior relevant experience or Masters with 2 - 6 years of prior relevant experience.

Primary Responsibilities

  • Possesses and applies a comprehensive knowledge across key tasks and high impact assignments.
  • Experience planning and leading major technology assignments.
  • Experience evaluating performance results and recommending major changes affecting short-term project growth and success.
  • Experience with interacting with customers to handle service inquiries and problems.
  • Basic troubleshooting skills.


Preferred Qualifications:
  • DevOps Agile environment experience.
  • Experience with Operating Systems: Windows and Linux
  • The candidate must have an active TS/SCI with a polygraph.
  • System Management: Webmin and Ansible


NSOINT

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 32,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $10.19 billion for the fiscal year ended December 28, 2018. For more information, visit www.Leidos.com .

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 .

Leidos will never ask you to provide payment-related information at any part of the employment application process. And Leidos will communicate with you only through emails that are sent from a Leidos.com email address. 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 spam.leidos@leidos.com .

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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