Leidos is looking for a Customer Service IT Officer Support (CSITO) to provide users worldwide technical application support, proactive application monitoring, and user training as part of a mission focused application support Help Desk. This position is located in the Mclean, VA area and requires an active TS/SCI with Polygraph in order to be considered.
The CSITO will conduct technical application and analytical tool user support and exchanges to resolve issues. The CSITO will communicate technical information about the tools to users, document solutions in knowledge management repositories, answer questions from users and service providers, and send release note emails to users of supported systems. The CSITO will provide users of specific applications within the community with services such as Help desk, application monitoring, metrics, iCQL query assistance (Intelligence Community Query Language), general user training for applications (not classroom), and communication with developers for complex problems. They will also monitor application and analytic tool availability and performance using COTS and custom software and provide metrics such as service requests, incidents, calls per application, per FTE per month. The CSITO will combine findings garnered from approved interactions organizations such as industry, Service Provider SMEs, and other organizations in support of troubleshooting issues.
They will be responsible for interfacing, collaborating, and coordinating with development programs across the environment, including briefing management regarding technical meetings, collecting and synthesize technical input from technical exchanges and outreach efforts, and creating technical meeting summaries for meetings with multiple stakeholders. They will also capture requirements during meetings with multiple stakeholders and assist in the planning and execution of application and analytical tool training sessions. They will assist in maintaining a calendar of training sessions. The CSITO will organize and maintain a repository of outreach interactions and outcomes and populate knowledge management tools with application and analytical tool materials.
Requires BS degree and 8 – 12 years of prior relevant experience or Masters with 6 – 10 years of prior relevant experience. Additional years of experience is acceptable in lieu of a degree.
Demonstrated experience providing direct assistance such as formulating iCQL queries, responding to questions, and troubleshooting.
Demonstrated experience monitoring application and system availability and performance.
Demonstrated experience writing knowledge management tool help documentation.
Demonstrated experience accurately capturing, categorizing, reporting trouble calls, and providing system enhancements suggestions.
Demonstrated experience interacting with O&M and development teams while trouble shooting.
Demonstrated experience using Automated Call Distribution (ACD) systems.
Demonstrated experience documenting trouble calls and resolutions in an Information Technology Service Management (ITSM) system.
Demonstrated experience advocating for customer requirements and customer features during end user focus groups, readiness reviews, and other sessions.
Demonstrated experience developing a technical understanding of relationships, dependencies, and requirements for complicated systems containing both hardware and software components.
Demonstrated experience developing or reviewing training materials and application documentation such as course manuals, workbooks, handouts, computer based training (CBT), and multimedia training aids.
Demonstrated experience with Microsoft Office Mozilla Firefox, Internet Explorer, Jira, Captivate, Camtasia.
Demonstrated experience using the Sponsor’s Service Management tool.
Demonstrated experience with ServiceNow, Tableau, Hive, WordPress.
External Referral Bonus:Eligible
External Referral Bonus $:5000
Potential for Telework:No
Clearance Level Required:Top Secret/SCI with Polygraph
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.