Customer Service and Information Technology Officer Mid

Job Number:
Job Category:
Information Technology - Software
Day Job
Potential for Teleworking:
Clearance Level Must Currently Possess:
Top Secret/SCI with Polygraph
Clearance Level Must Be Able to Obtain:

Leidos is looking for a Customer Service and Information Technology Officer for a position in the Northern Virginia area. This position requires an active TS/SCI with Polygraph in order to be considered.

Customer Services and Information Technology Officers provide Close Support and problem resolution for technology products and/or applications. Depending upon the area of assignment, work may include the following activities: technology or systems-related, centralized customer service center functions; developing and improving the processes of a technology customer service center; interfacing daily with representatives to resolve technical issues and outages; identifying, analyzing, and implementing process changes; developing performance measures; managing the transition of IT service and infrastructure initiatives; providing technical guidance and direction to component close support teams for all new and component specific applications and deployments.. • Interface with customers in a team environment. • Utilize strong written and oral communication skills. • Provide online support to include: o submitting and processing access requests o providing online support for process and troubleshooting Help Desk Suite tickets • Experience with maintaining, troubleshooting, and tracking classroom hardware to include: audio/visual equipment,  workstations,  laptop computers, printers,  video teleconferencing equipment, audience response systems, projectors,  faxes, scanners. • Provide software support to include:  submit change requests, install Safeboot on laptops, build new laptop,  perform DUD disk download, run monthly laptop anti-virus software. • CMA Certified experience. • Support equipment recapitalization. • Provide support to end-user on a variety of issues. Identify, research and resolve technical problems. Respond to telephone calls, e-mail, and personnel request for technical support. Document, track and monitor the problem to ensure a timely resolution. • Draft standards of operating procedures. • Demonstrate experience troubleshooting service requests and resolving IT customer issues. • Responsible for executing a pre-class IT checklist. • Perform Qualtrics ownership issues to include group administration. • Provide VLC Moodle administration to include course creation, course creators, and course instructors. • Provide daily system monitoring of training servers.

Basic Qualifications

1. Demonstrated on-the-job experience working with Blackboard, Qualtrics, and Adobe Connect. 2. Demonstrated on-the-job experience serving as a Close Support customer service provider to include troubleshooting service requests and resolving customer issues using service request systems. 3. Demonstrated on-the-job experience controlling, maintaining, and tracking audio/visual equipment including, but not limited to, built-in audio and video systems, printers, workstations, VTC equipment, and computer projectors. 4. Demonstrated on-the-job experience moving and handling equipment weighing 50 lbs. 5. Demonstrated on-the-job experience documenting and developing user instructions. 6. Demonstrated on-the-job experience duplicating data and media (CDs, DVDs, hard drives). 7. Demonstrated on-the-job experience managing user accesses. 8. Demonstrated on-the-job experience applying virus protection updates. 9. Demonstrated on-the-job experience researching and making recommendations for technical equipment. 10. Demonstrated on-the-job experience securely maintaining non-networked equipment, such as laptops using software, such as Safe Boot and Windows Admin tools and virus protection.



Preferred Qualifications 


1. Demonstrated on-the-job experience with Joomla. 2. Demonstrated on-the-job experience with Wordpress. 3. Demonstrated on-the-job experience working with Smartboard. 4. Demonstrated on-the-job experience with working with SharePoint. 5. Demonstrated experience with ServiceNow.


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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