Help Desk/Systems Administrator, Lead (Washington, DC)
***Must currently possess an active TOP SECRET Security Clearance***
Systems Administrator/Help Desk Lead will support help desk activities as well as additional systems administrations duties in Washington DC customer site.
Duties and Responsibilities:
-Systems Administrator/Help Desk Lead will supervise an additional 2 Systems Administrators/Help Desk specialist in Washington DC customer site.
-Help Desk Lead will be responsible for overall metrics gathering, documentation of new workflow release updates and communications to user base for systems outages and system availability updates.
-Help Desk Lead will be responsible for 6am to 6pm shift coverage and scheduling for on-site support and customer primary work hours.
-Provide first level contact and convey resolutions to customer issues.
-Properly escalate unresolved queries to the next level of support.
-Track, route and redirect problems to correct resources.
-Update customer data and produce activity reports.
-Walk customers through problem solving process.
-Follow up with customers, provide feedback and see problems through to resolution.
-Utilize excellent customer service skills and exceed customer's expectations.
-Ensure proper recording, documentation and closure.
-Recommended procedure modifications or improvements.
-Preserve and grow your knowledge of help desk procedures, products and services.
-Additional duties may include, fielding software updates, system testing and enhancements, metrics gathering, report creation, and implementation of both operational and technical requirements into a production environment.
-The candidate will use their strong, well-rounded foundation of technical skills and experience encompassing a broad range of information technology (IT) fields including hardware, software, networks, and information security.
-Working in a team-oriented help desk/technical support environment and will be working in Sponsors IT systems and networks.
-Requires BS Degree and 8-12 years of prior relevant experience or Masters with 6-10 years of prior relevant experience.
-Proven working experience in providing help desk support and systems administration
-Experience in identifying technical problems, troubleshooting a variety of hardware and software issues, and engineering technical solutions.
-Working knowledge of help desk software, databases and remote control
-Strong client-facing and communication skills
-Advanced troubleshooting and multi-tasking skills
-Customer service orientation.
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.