Onsite Technical Representative
Company: Leidos
Location: Arlington
Posted on: January 27, 2023
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Job Description:
DescriptionJob Description:Leidos Enterprise & Cyber Defense
division currently has an opening for a Onsite Technical
Representative. Our customer maintains a highly demanding mission
and requires our support to provide expert technical and
professional management support to the commands enterprise
Information Technology (IT) services. In this role, you will
operate autonomously with minimal supervision in a remote location,
and be the single point of contract for the Government Customer in
the Pentagon. The overall program provides sustainment,
maintenance, Problem and Change management services to help ensure
secure, reliable, and uninterrupted availability of the Department
of Defense IP networks. You will be solely responsible for
performing all of these tasks at the Washington, D.C. Office.Hourly
Rate: $43.00-$44.00Clearance: You must hold a current Top Secret
clearance to qualify. You must be eligible to obtain Top Secret/SCI
clearance following hire.What will you do in this role?--- Provide
subject matter expertise, apply knowledge on IT operating systems
and all IT service requirements associated with the Washington,
D.C. office.--- Work independently in a geographically separate
location than the rest of the Service Desk. Coordinate with the
Service Desk in Colorado Springs to provide support as the single
point of contact in the Washington, D.C. office.--- Oversee,
monitor, and report on Service Desk performance (manage the
operation of the Service Desk phone and tracking systems, manage
incoming user calls or requests, log incidents and service
requests, review incoming incidents and service requests, research
and provide resolutions to user problems, escalate incidents and
requests to appropriate personnel).--- Develop and implement
procedures that support the execution of Service Desk activities,
to include process flows, defining roles and responsibilities,
knowledge base articles, and reporting schema to enable the
establishment of appropriate touch points and engagements.---
Identify and implement opportunities for performance improvement of
hardware, software, and any supporting infrastructure and
supporting services by employing IT Service Management (ITSM) best
practices.--- Employ continual improvement processes to effectively
measure and enhance Service Desk performance, productivity,
knowledge and profitability based on Service Desk performance
metrics.--- Identify problems and implement solutions, including
recommending and developing customer training programs to increase
computer literacy and self-sufficiency.--- Monitor health,
performance, and operational trends to proactively identify issues
before they become incidents--- Maintain Service Level Agreements
(SLAs).--- Assist local (Joint Service Provider) and Peterson Space
Force Base (PSFB) upgrades as required--- Support remote access and
telework capabilities across various mobile platforms and
applications--- Communicate with Government customers, internal
customers, team members, and management regularly during all
aspects of Service Desk operations and ongoing technical issues.---
Establish/enforce KPI metrics, reports and goals that are aligned
with the long-term strategic direction to facilitate the overall
customer mission.--- Track and analyze trends in Service Desk
requests and generate statistical reports.--- Provide
recommendations on issues/problems identified and reported in trend
analysis.--- Develop and disseminate help sheets, usage guides, and
FAQ lists for internal stakeholders.--- Evaluate IT tickets to
determine the solution and ensure all actions taken to resolve
tickets are well documented in the IT ticketing system.--- Work
with IT support team resources to ensure proper processes are
created and followed to inform, track and, support our
customers.--- Provide thorough triaging of tickets by liaising with
other IT teams.--- Provide written and oral communications, make
recommendations for improving documentation.These are the required
qualifications:--- Bachelor's Degree or equivalent and 3+ years of
prior relevant experience.--- 2+ years of experience in a Service
Desk environment.--- Must hold an active Top Secret security
clearance with ability to obtain Top Secret/SCI clearance.--- Must
hold current DoD 8570 IAT II Certification.--- Must hold current
CompTIA A+ Certification.--- Solid hands-on/technical knowledge of
core technologies including but not limited to AD, O365,
WAN/LAN/Wi-Fi, VOIP, Core Networking, Cloud Services, Video
Conferencing fundamentals and printing.--- Knowledge of and
experience in applying ITIL principles and standards to improve
incident resolution and customer service standards.--- Must be
familiar with all facets of IT - must possess a basic level of
understanding on Virtual Private Network (VPN) links, transport
layer, active directory and roaming profiles, mobility, and
infrastructure technologies as they will be expected to play a
critical role in diagnosing and resolving Tier 2 or 3 level
issues--- Must understand how to research innovation as they will
be expected to provide IT solutions related to the Washington
Office - both technical and process improvements--- Must understand
SCCM and imaging holistically as the OSTR will participate in
testing and rolling out workstation images--- Experience using an
ITSM tool to drive service delivery and performance.--- Proven
leadership skills with the ability to coach team members.--- Able
to effectively influence and develop strong relationships with key
stakeholders.--- Excellent written and oral communication,
including the ability to confidently present to all levels of
management.These are the preferred qualifications:--- Bachelor's
degree in associated field.--- ITIL Foundations Certification.---
Excellent project, technical, interpersonal, presentation and
problem management skills.--- Ability to communicate orally, and in
writing, detailed technical information on troubleshooting and
implementation efforts.--- Familiarity with NORAD/USNORTHCOM
missions and DOD regulations and directivesN2NOMSPay Range:Pay
Range - -The Leidos pay range for this job level is a general
guideline only and not a guarantee of compensation or salary.
Additional factors considered in extending an offer include (but
are not limited to) responsibilities of the job, education,
experience, knowledge, skills, and abilities, as well as internal
equity, alignment with market data, applicable bargaining agreement
(if any), or other law.
Keywords: Leidos, Arlington , Onsite Technical Representative, IT / Software / Systems , Arlington, Virginia
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