Sr. Agent/Shift Lead (2nd Shift) - Greenbelt, MD

Job Number:
Job Category:
Information Technology - Networks
Yes, 10% of the time
Evening Job
Potential for Teleworking:
Clearance Level Must Currently Possess:
Clearance Level Must Be Able to Obtain:
Public Trust
The Sr Service Desk Agent / Shift Lead will assist in overseeing the Tier 3 Service Desk staff supporting the Decennial Systems of Systems hybrid cloud infrastructure and its applications. The position will be responsible for monitoring and responding to incidents, escalations, customer service, coordination of all customer related activities including troubleshooting calls and scheduling of operations & maintenance activities.  The Tier 3 Service Desk provides escalation support from Tier 1 & Tier 2 Decennial Service Centers.  A key duty will be to supplement and enhance the KMS in order to reduce future escalations.
  • Must be US Citizen and able to obtain clearance
  • This position supports the 2nd shift
    Specific roles & responsibilities for the position include but not limited to the following:
  • Work with the Service Desk Manager to develop and enforce Service Desk policies and procedures.
  • Manage, track, report, process and assign tickets daily and across shifts.
  • Responsible for opening, tracking and closing tickets.
  • Review tickets daily and reprioritize as needed to ensure compliance with Service Level Agreements (SLA).
  • Define and classify level, priority and nature of problem, request and/or issue.
  • Evaluate and prioritize incoming telephone, voice mail, e-mail, and in-person requests.
  • Actively manage incident tickets and provide status updates on each ticket per SLA.
  • Collect information about incidents and problems to evaluate root causes. Report information and make recommendations to the Service Desk Manager, Operations Manager and other stakeholders.
  • Work with customers to collect information about problems and lead customers through diagnostic procedures to determine the source issue.
  • Troubleshoot to determine problems for operating systems, applications, network, or mobile issues.
  • Ability to craft technical and professionally written outage notifications and updates to incident stakeholders.
  • Provide system and application diagnoses to remediate issues while engaging other teams as needed.
  • Conduct continuous improvement service desk support and update knowledge base as required.
  • Serve as service desk escalation support to customers, systems and application owners.
  • Support the development of KB articles for the all service desks agents.
  • Provide daily reporting and trending on ticketing.
  • Provide brown-bag and training sessions.
  • Coach, mentor and train staff.

  1. Position Requirements:
  • Requires a BS Degree and 4-8 years of prior relevant experience OR Masters with 2-6 years of prior relevant experience.
  • ITSM products (i.e. Remedy) CRQ/WO/INC/KMS management.
  • Extensive infrastructure and application support experience using Remedy or other ticketing and incident management systems.
  • Familiarity and practical application of advanced principles of ITIL/ITSM.
  • Direct experience running small to medium service desk (over 7 agents).
  • Excellent written and communication skills required; excellent customer service aptitude.
  • Ability to present to executive management incident debriefs and root cause analysis reports.
  • Must be available for on-call support as required.
Hands-on Exposure:
  • Experience managing Microsoft Windows 2012 R2 in a medium/large (500+ systems) domain env.
  • Day-to-day fluency using Microsoft Active Directory to manage policies & user objects.
  • Experience troubleshooting, administering and using Red Hat Enterprise Linux 7.x.
  • Experience troubleshooting, administering and using Microsoft Windows 2012 R2.
  • Experience troubleshooting, administering and using Microsoft Windows Enteprise 7 & 10.
  • Knowledge of security policies and general vulnerabilities management.
Soft Skills and Abilities:
  • Organizational Skills: Can plan and prioritize work, both their own and that of project team. Follows tasks to their logical conclusion and makes sure that everything has been done to the right standard. Good attention to detail.
  • Team Work: Comfortable working both individually and as part of a team. Prepared to challenge ideas within a group in a constructive way. Ability to influence others and move a proposal effort toward a common vision or goal.
  • Communications: Ability to communicate clearly and efficiently to team members and clients, verbally and in writing. Able to present ideas in a variety of ways depending upon audience and context. Excellent active listening skills.  Strong interpersonal skills with the ability to interact effectively with all levels of personnel, elected officials, executive leadership, senior management, users, vendors and subcontractor personnel.
  • Problem Solving: Natural inclination for planning strategy and tactics. Ability to analyze problems and determine root cause, generating alternatives, evaluating and selecting alternatives and implementing solutions.
  • Results oriented: Able to drive things forward regardless of personal interest in the task.
  1. Education and Experience:
  • 7+ years of experience with a Bachelors in Computer Science or related field.
  • ITIL v3.0 or Foundation Certifications highly recommended.
  • Ability to quickly self-learn new products.
  • Comfortable in a fast pace work environment.
    Shift Work and Travel:
  • Shift: 4 week rotation (5 ON/2 OFF), 1:30 PM ET – 10:30 PM ET / (M-F, T-S, W-S, T-M, W-T, etc..)
  • Must be available for on-call support as required.
  • Must have flexibility in shift hours.
  • Work location: Greenbelt, MD.
  • No telework available.

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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