Description

Looking for an opportunity to make an impact?

At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers' success. We empower our teams, contribute to our communities, and operate sustainable. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.

If this sounds like a mission you want to be a part of, keep reading!

Leidos' Health Solutions uses a wide range of capabilities in Digital Modernization, Mission Software Systems, and enabling technologies like Artificial Intelligence and Machine Learning to support our customers' mission in advancing biomedical research and protecting public health. Our team's focus is ensuring our health customers have the right solutions to keep pace with an ever-evolving public health landscape and prevent the next public health crisis. To explore and learn more, click here!

• Assist daily operations of the service desk, white glove, and executive services to resolve technical client support issues. Perform troubleshooting to provide on-site and remote support for computer workstations, printers, peripherals, and teleconferencing equipment to provide analysis and determine the root of issues.
• Ensure all support requests are handled in a timely and professional manner, including VIP support with exceptional communication and prioritized service.
• Collaborate with a team of IT support professionals responsible for delivering outstanding customer service and technical support to users.
• Provide imaging processes for Windows devices using Smart Deploy and Mac using Jamf Pro, ensuring efficient deployment and configuration for end-users.
• Assist with Device as a Service (DaaS) deployments, including enrollment and setup assistance for new hires.
• Provide feedback to the team on technical challenges encountered during support tasks. Implement service improvements to enhance the quality and efficiency of the support services provided to users.

• Escalate complex or critical issues to the appropriate stakeholders and follow up to ensure timely resolution.
• Maintain up-to-date knowledge of the customer, its services, and its customers to effectively manage the knowledgebase.
• Establish and maintain relationships with key stakeholders to understand their support needs and build trust and confidence in the service desk.
• Work with external vendors on hardware, software, and network issues and assist in monitoring tickets for resolution.
• Conduct vulnerability scans using Tenable, analyze results, and document findings in SharePoint for compliance and remediation as directed by the security team.

• Bachelor's degree from an accredited institute, (preferably in Mathematics, Information Technology, Computer Science, Engineering, Business Administration, or Project Management). Additional 4 years of experience considered in lieu of degree.
• Must have experience with desktop imaging
• Experience with MDM including Intune, Windows Autopilot, and Jamf Pro.
• Minimum of four years' experience in troubleshooting end-user hardware and peripherals, operating systems, imaging, software applications, network connectivity, configuration, security compliance, Active Directory administration, and endpoint management.
• Demonstrated experience using incident logging and ticket tracking systems such as ServiceNow (preferred), Remedy, or Cherwell. Knowledge and understanding of IT Service Management, Customer Service, and Service Level Agreements (SLA).
• Demonstrated ability to write clear and accurate technical and end-user documentation and standard operating procedures.
• Broad knowledge of information technology hardware, software, concepts, and services to effectively provide guidance to customers when new requirements or alternative solutions are needed.
• Have knowledge of ITIL's Incident, Request, Problem, Configuration, and Change Management practices.
• Proficient in configuring, supporting, and troubleshooting Apple macOS, Apple iOS and Microsoft Windows operating systems as well as fielding related how-to questions.
• Proficient in supporting Microsoft Office 365 including but not limited to Microsoft Outlook, Word, Excel, PowerPoint, OneNote, Skype, OneDrive, and Teams.
• Also proficient in supporting other video conferring tools like Zoom and Webex.
• Ability to obtain Public Trust Clearance.
• Ability to potentially interact with senior staff in the agency and scientific community.
• Ability to work/collaborate with different contractor and government teams as well as industry and vendors with a high level of professionalism, good judgment, and tact.
• Ability to work well under pressure and be flexible at juggling competing priorities. Must be resourceful and independent problem solvers.
• Possess and practice the following skills, excellent communications (verbal and written), analytical and problem solving, time management and organization, patience, and professionalism.
• Must be locally available for onsite support.

• ITIL Foundation v4, CompTIA A+; Apple Certified MacOS Technician (ACMT) Certifications
• Microsoft Office Specialist: Microsoft Office 2016; Microsoft Office Specialist: Associate (Office 365 and Office 2019); Jamf Pro Certified Tech/Admin; HDI-CSR; HDI-SCA; HDI-DAST; HDI-TSPS; or other industry-recognized certifications.
• Project management experience, and experience with MS Project or similar project management software tools.
• Experience working with NIH systems or similar environments.