Analyst on the IT&C Enterprise Service Desk

• Ensure all IT&C services are delivered according to the established SLA.\n
• Collaborate with IT&C/ASC partners and other USAP stations to help meet seasonal objectives.\n
• Organize and update documents pertaining to ASC contractual support for fiscal year contract deliverables.\n
• Respond to work orders to resolve IT&C service issues and events: Create, monitor, and document work order resolutions for internal customers, NSF, and other government agencies.\n
• Provide technical support using collaboration tools in the areas of password resets, email, directories, standard MS Windows desktop applications, smartphones, and network connectivity.\n
• Provide personal computer support, problem analysis, and hardware/software installation and configuration.\n
• Interact daily with customers to ensure productivity and provide individual feedback.\n
• Maintain an audit trail and statistical records according to the USAP SOPs.\n
• Conduct higher levels of troubleshooting for computer and network issues and coordinate with other departments to facilitate actions.\n
• MECM patch management support for weekly CISA updates.\n
• HP Hardware laptop support for lifecycle replacement, organizing and coordinating replacement schedules.\n

n, * Bachelor's degree in technology or a cybersecurity-related field.\n

• Minimum four (4) years of experience in working in IT Service delivery as a Tier Analyst.\n
• Industry experience working in a cross-functional matrixed team environment.\n
• Excellent time management and work prioritization skills\n
• Service-based mindset.\n
• Strong organizational and verbal/written communication skills required.\n
• Familiarity with SQL-based management tools.\n
• Experience generating presentation-quality reports.\n
• Strong communication skills to coordinate with various USAP sites and participants.\n
• Service Management with an ITSM (Information Technology Service Management) tool.\n
• Knowledge Management documentation.\n
• Experienced with Excel Pivot tables and Query reporting.\n
• Industry experience working in a cross-functional matrixed team environment.\n, * At least two years of experience with Windows 10/11 support and Microsoft 365.\n
• Basic PowerShell.\n
• Knowledge of FISMA, the NIST Cybersecurity framework and federal cybersecurity requirements.\n
• Knowledge of how federal cybersecurity audits are conducted.\n
• Four years of technical support experience with computer systems and networks for a government network.\n
• Knowledge Management documentation.\n
• SharePoint List management experience.\n

Leidos has an exciting career opportunity for a \nPIV/MFA coordinator! The ASC PIV/MFA coordinator is responsible for administering, issuing, tracking, and supporting PIV and MFA smartcards within the USAP in addition to supporting IT&C services for the US Antarctic Program, and appropriately responding to the time-sensitive needs of Leidos/Antarctica Support contract (ASC), National Science Foundation (NSF), and partner agency staff.\n \n This position will help ensure that authorized individuals complete the PIV card issuance process when applicable and that MFA smartcards are properly assigned to authorized individuals within the USAP. Tracking PIV/MFA smartcards and reporting regularly is a key part of the role to ensure compliance with program directives.\n \n This position will also develop future planning for PIV/MFA maturation and project needs.\n \n This position will provide the highest level of technical support for the IT&C Enterprise Service Desk located at the Centennial office in Denver, Colorado. Customer service is key to this position. The candidate will provide on-site and remote technical assistance to ASC teammates by managing work orders, creating operating metric reports, and SOP management. Typical duties involve managing work orders, providing customer service, troubleshooting endpoint hardware, and staying compliant with the USAP Standard Operating Procedures (SOPs) and FISMA cybersecurity requirements.\n \n \nThis position requires on site work at our Centennial office in Denver, Colorado. \n \n \n*** Deployment to Antarctica may be necessary at the discretion of management (approximately 3 to 8 weeks/year). The candidate in the position must complete the physical and dental examinations required by the NSF for deploying to Antarctica. ***\n \n \nDue to contract requirements, US Citizenship. \n \n \nMust obtain a Public Trust security clearance prior to start date. This process could take up to 4 months.\n \n \nThe Challenge:\n \n This position identifies and tracks PIV and MFA smartcard issuance for the USAP Enterprise. It leverages local site processes and staff to conduct the work at Antarctic Stations, issuing and retrieving MFA cards, along with the NSF Personnel Security Office and US Access to issue PIV smartcards. The position will develop experience in USAP personnel management tools, databases, and database extraction for reporting. This position will be part of the USAP Enterprise Service Desk team and will work as a member of the IT&C service delivery team. The position will produce regular status reports and metrics for PIV and MFA smartcards to ensure compliance. Support duties include:\n \n Senior Analyst on the IT&C Enterprise Service Desk for the Leidos/Antarctic Support Contract, National Science Foundation (NSF), partner agencies within the USAP, and other national programs requiring approved USAP IT&C support.\n \n PIV smartcard administration functions:\n \n \n

• Track USAP participants who are required to have PIV or MFA smartcards, ensure the PIV process starts and is completed for participants in a timely fashion.\n
• Develop a reporting process, create standard operating procedures, and automate the generation of PIV compliance reports, participant intake process, and management performance reporting.\n
• Annual Access Audit compliance reporting for yearly customer deliverables.\n
• Develop PIV/MFA smartcard maturation plan for the USAP to ensure future compliance with FISMA cybersecurity requirements.\n

\n Onboarding of program participants functions:\n \n \n

• Create a management process with HR and ASC Partners to review the status of PIV card applicants.\n
• Instruct service desk staff on the implementation of PIV or MFA Smartcards for stations.\n
• Develop a seasonal program implementation plan for PIV and Smart cards for stations.\n
• Assist with technical support for ASC customers.\n
• Develop metric reports and review them for the program.\n

\n Service Desk Duties:\n \n \n, * Process development and integration with Enterprise applications such as SharePoint and SQL Database Applications.\n

• ITIL certification.\n
• MECM patch management package development and deployment\n
• HP Hardware laptop support experience for laptops, desktops, and appliances.\n