Varec Inc., a Leidos company has an opening for a Technical Support Analyst. This position is located in Peachtree Corners, GA.
The Technical Support Analyst functions as the FuelsManager® Defense (FMD), Base Level Support Application (BLSA) Subject Matter Expert for all advanced support requests generated from DLA Energy Customers both at the local base and enterprise levels.
In addition to application support, the Technical Support Analyst provides advanced operating systems, network architecture and security posture configuration triage, analysis and incident management life-cycle support resolution. They develop sound problem resolutions, processes, and or approved work-around solutions until a fully approved solution is available. The Technical Support Analyst develops and maintains advanced technical document library for support issues to expedite problem solutions with minimum down time. They are required to be Subject Matter Experts (SME) on the Energy programs and processes necessary to supervise, train, and mentor assigned staff members with all duties assigned for their position.
Responsibilities include but are not limited to:
•Maintains an advanced knowledge of the wholesale retail fuels business and associated software to include FuelsManager® Defense, Inventory Management interface, Enterprise Business Systems (EBS), External Enterprise Business Portal (EEBP), Transactions Services (TS), Real Property, DLA Business Process Areas, and ITSM processes.
•Provides assistance to coworkers through training, education and mentoring processes with troubleshooting techniques when addressing problem issues that arise with the FuelsManager® Defense and third party software that are used by end users.
•Maintains acceptable service level agreement (SLA) standards as they are established in the external and internal standard operating procedures (SOP).
•Possess in-depth knowledge of fuels accounting ledger reconciliation procedures required to manage a fuels account including, reconciling accounts, clearing system rejects, appropriately triaging problem issues, and DLA routing procedures.
•Sustains a positive working relationship with all DLA service representatives and service control points through accurate written and verbal problem descriptions pertaining to site visit requests, hardware replacements, etc. that are triaged from the base level customer.
•Must have highly developed multi-tasking capabilities with the ability to manage time and support issues to meet and exceed Government Service Level requirements.
•Manages and routes all problem incidents to the appropriate groups outside the scope of the Standard Operating Procedure guidelines for Junior and Senior Analysts.
•Possess the ability to identify advanced technical, Tier III support issues related to the FuelsManager® Defense software suite and route them accordingly.
•Analyzes process flows to determine / recommend possible business process changes.
•Identifies software discrepancies and provides technical documentation for proposed solutions to the Software Management team
•Manages, develops and creates supporting documentation of problem resolution findings to all support analysts and other support departments.
•Performs quality inspections on equipment and application configuration for remote customers support requirements.
•Maintains advanced technical expertise and knowledge about new BLSA versions, supported operating systems, database management systems, and third party products
•Bachelor’s Degree in related field or 4 yrs. of related experience with be accepted in lieu of a degree
•Outstanding written and verbal communication and presentation skills
•5 yrs. previous experience in customer support or related fields involving interaction with people
•Must be able to multi-task multiple high priority items with the ability to properly prioritize and be part of a team environment
•Government IT security clearance, IT2 and Security + Certified within 6 months
•Must be willing to travel a minimum of 10%,
•Hands on administrative and technical experience with all Microsoft Operating Systems and database management systems to date.
•Must be willing to provide 24/7/365 operation support to include holidays on a rotational basis
•Understanding of IT networking architecture with relation to Client Server configurations and/or thin/thick net configurations.
Leidos is a global science and technology solutions 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 pro forma annual revenues of approximately $10 billion for the fiscal year ended January 1, 2016 after giving effect to the recently completed combination of Leidos with Lockheed Martin's Information Systems & Global Solutions business (IS&GS). For more information, visit www.Leidos.com. The company’s diverse employees support vital missions for government and commercial customers. Qualified women, minorities, individuals with disabilities and protected veterans are encouraged to apply. Leidos will consider qualified applicants with criminal histories for employment in accordance with relevant Laws. Leidos is an Equal Opportunity Employer.
Effective October 1, in order to enter Leidos facilities in the US and to attend Leidos business events outside our facilities, employees will be required to be vaccinated for COVID-19 or maintain proof of a negative COVID-19 test within 96 hours of entry. Effective December 8, all Leidos employees must be fully vaccinated (2 weeks past final dose) unless they are entitled to a legal accommodation. If you are not vaccinated, please consider getting your COVID-19 vaccination as soon as possible. If you have any questions, please contact your Talent Acquisition POC.
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, civil, and health markets. The company’s 43,000 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.