Sr.

Nabout Leidos

United States

4 days ago

Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Experience level

Expert

Experience required

1 year minimum

Compensation

$82,550.0 - $149,225.0

Working hours

Regular working hours

Job source

jobs.military.com

Tech stack

Automatic Data Processing Equipment Control Objectives for Information and Related Technology (COBIT) Windows Servers Network Connections Network Administration ServiceNow IT Service Management Information Technology Cisco Servicenow

Job description

Troubleshoot, resolve, and/or escalate technical issues based on ticket assignments deskside or remotely, as necessary.\n
Correlate events and incidents for management of Information Technology (IT) Services.\n
Provide great and prompt customer service to DTRA personnel by assisting them with IT-related issues.\n
Document and communicate degradation of services or outage issues information to customers and help with resolution.\n
Follow ITSM and ITIL processes to ensure quality of services and prompt resolution.\n
Ensure your assigned tickets stay within the program’s AQL/SLA commitments.\n
Utilize Remedy and/or Service Now for queue and work management.\n
Ensure all tickets, requests, and work orders are properly documented.\n
Create or coordinate the development of Knowledge Base Articles (KBA)\n
Troubleshoot complex problems and able to derive root causes and apply correct fixes or workarounds.\n
Provide support for new employees setting up ADPE (ex. Monitors, keyboard, mouse, VDI, laptop, phone, printer, VTC suite), ensuring network connectivity, and any unresolved account administration providing access to the necessary websites, applications, or services.\n

Requirements

Bachelors Degree with 8+ years of relevant experience or a Masters Degree with 6-10 years of experience. Additional experience will be considered in lieu of a degree.\n
Active DOD TS/SCI clearance\n
Current 8140 (Previously 8570), IAT Level II (SEC+ or equivalent) prior to your start date with Leidos, as well as ability to maintain certification for duration of assignment to the DTRA I3TS contract.\n
Experience in IT customer service including two (4) years of IT ticketing system experience and one (1) year of experience in remote desk takeover tools and usage.\n
Experience meeting service level goals and targets.\n, * Systems or network administration experience in Windows Server and/or Cisco environments.\n
Familiarity with automated call distribution systems.\n
Certification in a process-based platform including programs equal to ITIL, HDI, CoBIT, Lean Six, Six Sigma,etc.\n