Technical Support Analyst - Reston, United States - Workday

Description

At Leidos, everything we do is built on our commitment to do the right thing for our customers, our employees, and our communities.

Our mission is to make the world safer, healthier, and more efficient through information technology, engineering, and science.

Leidos Intelligence Group is seeking Technical Support Analysts (TSAs) to serve as Enterprise IT Support Officers (EITSOs) for a large-scale enterprise-IT delivery and support program.

We are hiring for multiple positions ranging in skill level from Developmental to Expert, with work locations at a variety of government buildings in Northern Virginia, which may include McLean, Reston, Herndon, Chantilly, and Warrenton.

This positions require a current and active TS/SCI with polygraph security clearance.

We do not have the ability to sponsor candidates for clearance processing.

Technical Support Analyst Enterprise IT Support Officers (TSA/EITSOs) provide technical support and customer service to the client

organization's users of computer applications and hardware (e.g., PCs, servers, mainframes).

TSA/EITSOs utilize their specialized depth and breadth of experience to perform a variety of tasks depending on their specific assignment.

Typical duties may include but are not limited to:

Answering questions regarding system procedures, online transactions, systems status and downtime procedures, typically from within a call center
Collaborating with network services, software systems engineering and/or application development in order to restore service and/or identify problems
Maintaining a troubleshooting tracking log ensuring timely resolution of problems
Performing routine assignments in the entry level to a professional job progression
Using existing procedures to solve routine or standard problems
Receiving instruction, guidance and direction from others
Utilizing conceptual knowledge of practices and procedures within a particular area of expertise
Applying general knowledge of business developed through education or past experience
Solving routine problems using existing procedures and standard practices
Working within standardized procedures and practices to achieve objectives and meet deadlines
Exchanging basic information, asking questions and checking for understanding
Communicating with colleagues, management, and clients to exchange accurate information
Answering questions and resolving technical problems related to computer hardware, software, network, systems, applications, accesses, and telecommunications systems via telephone or self-service tools

Candidates selected for higher skill level positions will have duties of increasing complexity and responsibility commensurate with their experience, this may include but is not limited to:
Interpreting internal/external business issues and recommend best practices
Solving complex problems, taking a broad perspective to identify innovative solutions
Working independently, with guidance only in the most complex situations
Utilizing their expertise in a specialized area and general knowledge of related areas
Interpreting internal/external challenges and recommend best practices to improve services
Impacting the achievement of client, operational, project, or service objectives
Communicating complex concepts, anticipating potential objections or influences and working to achieve consensus
May lead, train, or mentor more junior team members, however this is not a supervisory position
May lead functional teams or projects
May lead teams or projects with moderate resource requirements, risk, and/or complexity

Some TSA/EITSO positions may require the ability to conduct specific physical tasks, such as:
The ability to remain in a stationary position 50% of the time
The ability to move/traverse within and between client buildings and offices
The ability to maintain computers or other equipment which may be located under desks, in server closets, or other difficult to access locations
The ability to constantly operate a computer and/or other office productivity equipment
The ability to move Audio/Visual or other IT/computer equipment weighing up to 50 pounds


Basic Qualifications:
All positions require a current and active TS/SCI with Polygraph security clearance.

Specific educational and work experience required for each skill level are listed below, in some instances higher levels of education may be substituted for years of work experience.

Developmental (TSA/EITSO I):

BA/BS and some applicable work experience

Full Performance (TSA/EITSO II):

BA/BS and 2+ years of applicable work experience

Senior (TSA/EITSO III):

BA/BS and 4+ years of applicable work experience

Expert (TSA/EITSO IV):

BA/BS and 7+ years of applicable work experience


Desired Qualifications:
Experience working in a technical help desk role
Experience with data transfer services
Experience with ServiceNow, ITSM, ITBM
Experience managing projects
IAT certification
ITIL Foundation certification


Pay Range:
Pay Range $78, $141,000.00

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary.

Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

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