Computer Technical Support Analyst
Leidos is seeking a Computer Support Analyst to support the NRC's Global Infrastructure and Development Acquisition (GLINDA) program. The analyst will resolve technical problems and answers queries by telephone (or in person to support walk-ins) in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems. Diagnoses, identifies, isolates and analyzes problems using historical database records. May route calls to product line specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems. The Help Desk currently operates during the days and evenings Monday through Friday. Some shift work is available. The agent will be responsible for answering calls, logging the calls in the ticketing system, and providing the customers with rapid and accurate answers and information. This will require the individual to possess an IT background, so he or she can assist customers in troubleshooting and resolving problems. Support provided is governed by Service Level Agreements in place with the customer. The ability to interface well with customers at various levels of seniority in a variety of different fields is essential to success in this position, as are excellent written and verbal communication skills. The agent must have the ability to adapt well to diverse environments and work collaboratively in a dynamic team setting. Responsibilities Include: Provides phone and in-person support to users in the areas of e-mail, directories, standard Windows desktop applications, and applications developed under this contract or predecessors; Serves as the initial point of contact for troubleshooting hardware/software PC and other computer related problems; Addressing support requests received over the phone or through email and web-based systems; Providing prompt, courteous, and professional response to user calls during supported hours; Providing a single, identified point of contact for all Help Desk and change request services; Updating and maintaining Help Desk records in accordance with program/customer support procedures; Performing account password administration and process new user account request; Developing, maintaining, and executing standard Help Desk operating procedures; Follow security requirements as directed by the NRC Security Officer; Providing a single identified point of contact for all Help Desk and change request services for the NRC Headquarters Office; Monitoring customer problems to ensure prompt, satisfactory service/resolution is being provided; if necessary call the user to update them on progress; Processing change requests (Remedy tickets) for Installations, Moves, Adds, and Changes (IMAC s); Manage the user s expectations; provide information that will give details for a possible resolution or when they can expect to be contacted again; Relies on instructions and pre-established guidelines to perform the functions of the job.
This position is not eligible for telework.
The position will be based at the NRC HQ in Rockville, MD.
A minimum of 1 year of previous help desk or desktop support experience. Must possess strong communication and problem solving skills. Demonstrated customer skills are a must as well as strong aptitude to learn and adapt to new technologies, methods, processes, and procedures. Strong attention to detail and ability to prioritize work. * IT User Support Experience * Effective oral and written communication skills * Trouble Ticket system experience * This position requires successful completion of a NRC Public Trust security investigation resulting in clearance. * ITIL Program Experience Foundation or better * Experience supporting Federal clients and/or experience supporting Nuclear Regulatory Commission (NRC) strongly preferred. * Develop and implement help desk procedures * Ensure resolution of daily and escalated customer issues of a complex scope that impact the team and overall business objectives * Knowledge of commonly-used concepts, practices, and procedures used within particular fields such as Active Directory, MS Exchange, Remedy, MS Office 2010 and 2013 and experience supporting Windows 7 and 8.1 operating systems * HDI certification
Leidos is a global science and technology solutions leader working to solve the world's toughest challenges in the defense, intelligence, homeland security, civil, and health markets. The company's 33,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported pro forma annual revenues of approximately $10 billion for the fiscal year ended January 1, 2016 after giving effect to the recently completed combination of Leidos with Lockheed Martin's Information Systems & Global Solutions business (IS&GS). For more information, visit www.Leidos.com. The company's diverse employees support vital missions for government and commercial customers. Qualified women, minorities, individuals with disabilities and protected veterans are encouraged to apply. Leidos is an Equal Opportunity Employer.