The Enterprise & Cyber Solutions Operation is hiring a Junior Fields Services Engineer to support the National Air and Space Intelligence Center at Wright-Patterson Air Force Base, Ohio. An active TS/SCI is required; all work is onsite.
Provide Level I service desk support for IT related issues for both internal and external customers
Provide updates in tickets in accordance with NASIC/SC policy
Open tickets on behalf of the customers that walk-in or call-in if issue cannot be resolved and assign to the appropriate level II or III queue.
Diagnose and resolve level I end-user problems at the customer’s location in a customer service oriented, team environment
Document all outages, errors, maintenance, issues, and contacts in the communications log.
Utilize the NASIC trouble ticket tracking system (currently Microsoft System Center Service Manager with plans to migrate to ServiceNow) and the Air Force Enterprise Service Desk (ESD) Trouble Ticketing system (e.g. Remedy) to track customer requests
Conduct media virus scanning as well as data transfer from various forms of media to include but are not limited to hard drives and CDs.
Be responsible for monitoring, opening, assigning, updating and closing tickets on up to 4 separate ticketing systems
Troubleshoot assigned tickets using Standard Operating Procedures (SOP’s)
Provide administrative support to user account creation and maintenance to include resetting account passwords and unlocking accounts
Use the customer provided network monitoring tool (e.g., Solarwinds) to monitor and support various networks and system assets
Replace workstations with like systems and reload all applicable user applications
Coordinate with other duty sections such as hardware technicians and software administrators when additional Level II or Level III support is required
Follow the Standard Operating Procedures for backup and restoration.
De-provision accounts, email, and folders as requested across multiple networks
Virus scan media, transfer data from physical media, and move data between networks per NASIC Instruction 33-201
Active TS/SCI clearance
Information Assurance Technical (IAT) Level II (e.g., Security+) certification
High school Diploma or General Equivalency Diploma (GED) with at least 1.5 years of work experience
Excellent communication skills and demonstrated ability to resolve all situations in a professional manner
Experience providing IT support for desktop computer equipment and peripherals
Experience with trouble ticket tracking systems such as Microsoft Service Manger, ServiceNow, or Remedy.
External Referral Bonus:Ineligible
Potential for Telework:No
Clearance Level Required:Top Secret/SCI
Scheduled Weekly Hours:40
Job Family:Customer Support
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 40,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $12.30 billion for the fiscal year ended January 1, 2021. 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.