Primary Responsibilities:

• Perform start of Business checks including checking Enterprise Service Desks tickets that have been escalated to the queue
• Making sure there are no connectivity/availability issues in the application each morning.
• Check Environment (Prod/Training/Development/Staging) to make sure each environment can be logged into.
• Check the LDAP Sync status to make sure accounts were added or removed as normal.
• Check each data feed in each environment to make sure that each feed ran correctly, if not, an email is sent to the team.
• Delete Prod hardware records that have been set to Delete Record.
• Review tickets that come in during the day and work. Escalate tickets to Tier 3 and the appropriate team member if they cannot be worked at Tier 2.
• Complete monthly reports for ESD Tickets/Service Request
• Work closely with users through Teams on tickets or service requests that they may have submitted.
• Generate draft meeting agendas and forward to team to verify or add items as needed.
• Host Outreach meeting.
• Upload all presentations to appropriate websites.
• Update the website to reflect the current information from the meetings.
• Documentation of operation guides, user manuals, training documentation and more
• Perform testing for developers for updates that are being promoted to the system.

Basic Qualifications:

• 2 - 8 years of IT experience and experience in troubleshooting applications, providing basic Tier 1 Support to End Users, ability to escalate tickets.
• General understanding of the NIST SP documents, e.g., NIST SP 800-53 and the NIST Risk Management Framework (RMF); knowledge of working in a SharePoint website.
• Thorough understanding of ServiceNow ticketing systems, being able to assign tickets, and ability to prioritize incidents.
• Ability to effectively communicate with customers and have excellent communication skills, patience, superior customer service, ability to articulate issues in a way that customers understand them.
• Computer Science or Information Technology bachelor's degree
• OPM Tier 2 or higher LOC, must be a US citizen and be able to achieve a public trust.
• Excellent Communication skills
• Ability to work with upper management and interface with the customer.

Preferred Qualifications:

• Experience working in the NASA or Enterprise environment.
• Experience with Archer

Original Posting Date:

2024-10-18
While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range:

Pay Range $65,000.00 - $117,500.00

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.

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