Leidos' Defense & Intelligence Group is currently seeking expertise to transform and build an end-to-end national-level security environment using DevOps to integrate, develop, test, deploy, maintain, and operate, multiple systems on traditional and cloud platforms in Reston and Tysons, VA.
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 re-occurrence. 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 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 role is also responsible for installation, configuration, administration, support and maintenance of systems, including associated hardware. Duties may include updating to new systems, as well as support on current systems by tuning performance, allocating storage space, and implementing critical system patches. Works to achieve key project/program objectives and deliverables. Responsible for entire projects or processes spanning multiple technical areas. Manages large projects or processes with moderate impact on the achievement of sub-family results. Develops solutions to complex technical issues and problems that impact multiple area or disciplines. Regularly employs ingenuity and creativity to develop new technical solutions and systems in order to achieve functional objectives. Communicates with internal team members across multiple areas and client team members. May communicate with parties external to the organization (e.g., sub-contractors, vendors, etc.). Works to influence project/team leaders regarding solution design, process and/or approaches. Requires expert knowledge of and ability to apply advanced technical principles, theories, and concepts.
- 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 as a technical expert across multiple project assignments.
- Experience with interacting with customers to handle service inquiries and problems.
- Experience supervising others.
-BS with 4 years of prior relevant experience
-Additional years of experience in lieu of degree is acceptable
-Active TS/SCI with polygraph clearance is required
External Referral Bonus:Eligible
Potential for Telework:No
Clearance Level Required:Top Secret/SCI with Polygraph
Scheduled Weekly Hours:40
Job Family:Systems Administration
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 33,000 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
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
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 [email protected].
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.