Description
Leidos is seeking a customer experience driven personality to join our team as a Systems Support Specialist supporting the NSS Helpdesk. In this role you will work under general supervision. A limited degree of creativity and latitude is expected.
NSS operations at NASA is focused on meeting contractual agreements while working with a team of highly motivated, technical individuals who work in a collegial, collaborative work environment. Your key role is supporting the administration of NASA's classified networks as well as customer support to ensure all the requirements are fulfilled in a timely manner for successful performance reporting.
This position requires a results-oriented individual with exceptional written, verbal and presentation skills to help us deliver both program and customer facing metric data and analysis. Join us at AEGIS where the sky is NOT the limit!
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Primary Responsibilities:
• Troubleshoot issues and provide users with information, guidance, and instruction for the use of desktops and installed software.
• Analyze and assess customer requests and provide prompt technical solutions. Appropriately escalates for advanced support.
• Utilize trouble ticketing software for opening/updating/closing tickets in a timely and appropriate manner per the Service Level Agreements.
• Contact and effectively communicate with users by telephone, email, and video teleconferencing to initiate support, tickets, and proper escalation.
• Create accounts, network file shares, and requested file uploads.
• Will be responsible for performing daily systems health checks and reporting any abnormalities to the system's lead.
• Relies on documented policies, processes and procedures to accomplish task objectives.
Basic Qualifications:
• Experience using ITSM tools for trouble tickets (i.e., BMC Remedy, ServiceNow, Jira)
• Ability to troubleshoot Windows hardware and software issues
• General knowledge of enterprise networks and troubleshooting network issues
• Requires a basic understanding of Active Directory, Virtual Desktop Infrastructure, and Microsoft Office.
• Experience providing customer support
Preferred Qualifications:
• Knowledge of basic Internet protocol network concepts (routers, switches, VLANs, ACLs, firewalls, and certificates)
Education:
• HS diploma and 3-5 years of related progressive experience
Desired Certifications / Training:
• Microsoft certification for Windows desktop or server administration
• CompTIA Security+ certification
Salary range - $35.00/hr - $40.00/hr.
Original Posting Date:
2024-08-30
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 -
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.