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 and 8-10 years of prior relevant experience or Masters with 2 – 6 years of prior relevant experience.
-Additional years of experience in lieu of degree is acceptable
-Active TS/SCI with polygraph clearance is required