Enterprise IT Support Officer (EITSO)

Description

Job Description:

At Leidos, everything we do is built on our commitment to do the right thing for our customers, our employees, and our communities. Our mission is to make the world safer, healthier, and more efficient through information technology, engineering, and science.

Leidos Intelligence Group is seeking Enterprise IT Support Officers (EITSOs) to provide a variety of technical support and customer service tasks as part of a large-scale enterprise-IT delivery and support program. We have multiple EITSO openings at client sites in Chantilly, Reston, and McLean.

In this role you will:

• Provide technical support and customer service to the client organization's users of computer applications and hardware (e.g., PCs, servers, mainframes),
• Answer questions regarding system procedures, online transactions, systems status and downtime procedures, and may be located within a call center,
• Collaborate with network services, software systems engineering and/or application development in order to restore service and/or identify problems,
• Maintain a troubleshooting tracking log ensuring timely resolution of problems,
• Solves a range of straightforward problems,
• Analyzes possible solutions using standard procedures,
• Receives a moderate level of guidance and direction,
• Understands key business drivers, and uses this understanding to accomplish own work,
• Will not have supervisory responsibilities but may provide guidance to new associates,
• Solve standard problems by analyzing possible solutions using experience, judgment and precedents,
• Impact quality of own work and the work of others on the team, working within guidelines and policies,
• Explain information to others in straightforward situations.
• Provide Tier 1 and Tier 2 support, resolve incidents, respond to application and OS troubleshooting, hardware and software troubleshooting, and Incident Identification,
• May perform access management, installation support, standard service request support, and cable management.

Primary Responsibilities:

• Resolution of Incidents
• Execution of Documented Procedures
• Application and Operating System Troubleshooting and Resolution
• Hardware Troubleshooting and Resolution
• Incident Resolution
• Monitoring
• Restoration of Services
• Incident Identification
• Baseline Changes

Basic Qualifications:

• Active TS/SCI with Polygraph
• BA/BS with 2-4 years of experience (or a combination of education and work experience equivalent to 6 years), or a MA/MS with 2 years of experience.

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.