Customer Support Administrator

Job Number:
Job Category:
Information Technology - Other
Day Job
Potential for Teleworking:
Clearance Level Must Currently Possess:
Clearance Level Must Be Able to Obtain:

This position will provide Tier 2 O&M to both classified and unclassified systems in support of a Federal law enforcement agency. This position is expected to cover the hours of 9:30am to 6:00pm, with 30 minutes break for lunch. This position will handle incidents escalated from Tier 1 and exhaust all troubleshooting methods prior to escalating the issue to Tier 3.


Responsibilities include:

·         Administers, installs, and, upgrades Windows 2008 and 2012 servers both physical and virtual environment in production

·         Develop and maintain installation and configuration procedures; Contribute to and maintain system standards, policies, and procedures

·         Maintains system performance by performing system monitoring and analysis, performance tuning, troubleshooting system hardware, software, and operating system issues

·         Ensure correct installation, configuration, use, and maintenance of windows server infrastructure

·         Create and deploy software packages/applications, monthly security patches using WSUS, SCCM, and BigFix

·         Monitors ticket Helpdesk Support Ticketing System Queue and route to necessary support Staff

·         Create reports for system up/down monitoring

·         Install new/rebuild existing servers and configuration hardware, peripherals, services, settings, directories, storage, etc. in accordance with standard and project /operational requirements.

·         Research and recommend automated approaches for system administration tasks where possible.

·         Create and Maintain SOP’s and train junior staff as necessary

·         Responsible for the health of the production server infrastructure




·         7+ years Windows server and Desktop administration experience

·         Hyper-V, Active Directory, Dell, HP Hardware troubleshooting

·         Proficiency in Group policy Active Directory and Citrix Group Policy

·         Prior experience administering, configuring, installing, and troubleshooting Windows 2008R2, and 2012 systems on both physical and virtual environment

·         Windows performance monitoring and analysis

·         Understanding of server, workstations and thin client architectures, hardware, RAID

·         Experienced in HA computing and networking. (eg. Microsoft Clustering, load balancing, TCP/IP, DNS)

·         Understanding of application & OS security, including virus scan management and patching

·         Some experience with storage area networks

·         Demonstrated problem analysis and resolution skills

·         Able to proficiently use Service Manager and address users issues and other changes at an escalated level

·         Knowledgeable in using SCCM and BigFix for managing security patching, asset inventory, and software catalog

·         be able to troubleshoot and resolve backup issues

·         Able to analyze alerts from various monitoring tools and take appropriate actions

·         Working knowledge of Microsoft Office

·         Previous Experience within a Tier 2 customer service role.

·         Excellent organizational skills.

·         Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing.

·         Practical troubleshooting and problem analysis techniques.

·         Good attention to detail and ability to show initiative.

·         Ability to plan and prioritize work load without supervision.

·         Ability to prioritize, manage and perform under pressure to meet SLA’s.

·         Excellent knowledge of Customer Service best practice.

·         Willing to work flexibly and with enthusiasm.




Desired Qualifications:

·         Familiarity with Linux

·         Experience with IIS web-services and SQL is plus



Education & Experience:

Typically requires BS and 4 - 8 years of prior relevant experience or Masters with 2 - 6 years of prior relevant experience.

Leidos Overview:
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 will consider qualified applicants with criminal histories for employment in accordance with relevant Laws. Leidos is an Equal Opportunity Employer.
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