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Job Details


Leidos

Service/Helpdesk Support Technicians ( R-00042662-OTHLOC-PL-2D2851 )

Customer Service

Customer Service

Yearly

No

Warner Robins, Georgia, United States

Description

Job Description:

Leidos is seeking candidates for exciting career opportunities. Leidos is a FORTUNE 500 company bringing a mix of innovative technology and sector expertise to customers in the Defense, Civil, Intelligence, and Health Industries. We solve our customers' mission-critical problems with innovative applications of technology and expertise.

Leidos Defense group is currently looking for the following personnel in support of an upcoming defense contract:

  • Service/Help Desk Support

    • Network Monitoring

    • Network Management

    • Network Infrastructure Management

Primary Responsibilities

  • Provides first contact and incident resolution to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests

  • Conduct fault management to detect, isolate, and correct abnormal network and information processing system component anomalies on a 24-hours-a-day, seven (7) days-a-week basis. Monitor health and status of the network via the Government designated monitoring systems and provide status to Government representatives.

  • Initiate and maintain trouble tickets and other logs to document these anomalies as well as corrective actions. Populate and examine trouble and error logs for troubleshooting and capturing metrics

  • Monitor and administer network tools for troubleshooting and metrics for trends analysis. Log all network issues utilizing the approved system of record for problems, errors, and maintenance in such a way to easily generate reports for trend analysis.

  • Provide technical support in data network planning, engineering, and design.

  • Provides polite and friendly customer service

  • Attempts to resolve as many incidents during the first contact, or at Tier I. Efficiently escalates incidents to higher Tier II or Tier III when required

  • Documents incident status and solutions in incident database tools

  • Possesses current working knowledge of computers, printers, laptops, and common windows applications

  • Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability

  • Provide technical support to resolve the problem or escalate to the appropriate level

Basic Qualifications

  • These positions will require, at a minimum, a High School Diploma, 3-5 years of relevant experience; Bachelor’s Preferred and relevant experience; Additional Experience and education will be required for positions of increased responsibility

  • CompTIA certification

  • Security+ CE and IAT/IAM certifications IAW DoD Directive 8570.01

  • Active TS/SCI clearance

Preferred Qualifications

  • Experience using Micro Focus Serena, Microsoft Windows, and/or Red Hat, Oracle, or Cisco software suites.

DCGSPSI

External Referral Bonus:Ineligible

Potential for Telework:No

Clearance Level Required:Top Secret/SCI

Travel:Yes, 25% of the time

Scheduled Weekly Hours:40

Shift:Rotating

Requisition Category:Professional

Job Family:Systems Administration