Senior Technical Support Analyst
Description Looking for an opportunity to make an impact? Unleash your potential at Leidos, where we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customer's success.
We empower our teams, contribute to our communities, and operate sustainably.
Everything we do is built on a commitment to do the right thing for our customers, our people, and our community.
Our Mission, Vision, and Values guide the way we do business.
If this sounds like an environment where you can thrive, keep reading! Leidos is a FORTUNE 500 company bringing a mix of innovative technology and sector expertise to customers in the national security, engineering, and the health industries.
Leidos is seeking a Senior Technical Support Analyst for a position as part of a team supporting the National Nuclear Security Administration.
The Senior Technical Support Analyst will be required on site in Albuquerque, New Mexico.
The Senior Technical Support Analyst will be responsible for interacting with customers to handle and resolve IT service requests.
This position will report to the Service Desk Manager and will work with other IT professionals associated with Tier 1 end-to-end incident management at various levels of classification.
You are responsible for providing consulting, oversight and integration support of existing hardware, software, network configurations and new system initiatives directly to end-users at customer sites.
Your greatest work is ahead! The Mission Leidos Civil Group helps modernize infrastructure, systems, and security.
We are a trusted partner to both government and highly-regulated commercial customers looking for transformative solutions in mission IT, security, software, engineering, and operations.
We work with our customers including the FAA, DOE, NASA, National Science Foundation, Transportation Security Administration, Custom and Border Protection, airports, and electric utilities to make the world safer, healthier, and more efficient.
Our customers take on the toughest challenges out there, and at times need a helping hand from specialists in their fields.
We combine our scale as a Fortune 500 company with the deep technical knowledge of our core capabilities and the expertise of our talented and diverse workforce to deliver mission-centric innovations.
For each of these core capabilities, we have developed proven, repeatable processes that help us deliver agile, cost-effective solutions to foster a better world.
Are you ready to join a team dedicated to a mission? Begin your journey of a flourishing and meaningful career, share your resume with us today! The Challenge:
Provide direct user support for standard desktop utilities and business applications.
Performs day-to-day IT maintenance and operational activities including desktop and server support to classified and unclassified domains.
Identifies, researches, and resolves technical problems.
Ability to diagnose problems using specialized tools, test equipment, and software utilities.
Responds to telephone calls, email, and personnel requests for technical support.
Documents, tracks, and monitors the problem to ensure a timely resolution.
Has deep knowledge of commonly used IT concepts, practices, and procedures within a particular field.
Relies on instructions, pre-established guidelines, and experience to perform the functions of the job.
Escalates more complex problems to more senior technicians and higher-tiered support (hardware and software specialists).
Deployment and retrieval of devices to end users, including a brief tutorial to familiarize the user with the device.
Conduct installs, moves, adds, and changes of IT services to all customer end-users.
Document problem information in knowledge database for lessons learned and to support root cause analysis.
Assesses user needs through remote utilities.
Recommends hardware and software to end users.
Familiar with standard concepts, practices, and procedures.
Relies on experience and judgment to plan and accomplish goals.
Accomplishes all tasks as appropriately assigned or requested.
Manage a ticket queue without creating backlogs, Teach, coach, mentor junior customer service representatives.
Break/Fix support for end-user Desktop computer devices (Laptops, Desktops, Printers, Etc.
) Install specialty software which is not packaged in SCCM (software installed in small quantities).
Order parts to repair hardware, with approval leadership.
Assess issues and diagnose problems with printers.
Provide setup and technical Video Teleconferences (VTC) support including monitoring high-profile user conferences.
Ad hoc support to videotape conferences and setup for video streaming.
PIN PIV Resets utilizing security solutions.
Install printer toner.
Must be able to participate in the on-call after hours support rotation.
Ability to be productive in a fast-past and demanding environment.
Must be able to participate in the on-call after hours support rotation.
Provide technical Audio & Video Teleconferences support.
A/V Support may include:
Ad hoc support to videotape conferences and setup for video streaming, Monitoring high-profile user conferences, Setting up conference rooms and providing standby support prior to and during meetings.
What Sets You Apart:
High school diploma or equivalent and 5
years of prior relevant experience.
Active DOE Q or TS clearance required.
Knowledge of PC and desktop hardware; experience in a Windows environment provisioning, deploying, troubleshooting, and resolving any hardware, software, or other technical issues.
Knowledge of Microsoft Windows platforms.
Strong, demonstrated customer service orientation.
Proven analytical and problem-solving abilities to mitigate end-user downtime.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Good written, oral, and interpersonal communication skills.
Able to lift/move up to 10 lbs.
You Might Also Have:
Bachelors degree Related industry-recognized certifications such as CompTIA A+.
Familiarization with ServiceNow Location:
Albuquerque, NMnnsanimsPay Range:
Pay Range $48,750.
00 - $88,125.
00The 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.
Recommended Skills Agile Methodology Analytical Coaching And Mentoring Consulting Customer Service Databases Estimated Salary: $20 to $28 per hour based on qualifications.
We empower our teams, contribute to our communities, and operate sustainably.
Everything we do is built on a commitment to do the right thing for our customers, our people, and our community.
Our Mission, Vision, and Values guide the way we do business.
If this sounds like an environment where you can thrive, keep reading! Leidos is a FORTUNE 500 company bringing a mix of innovative technology and sector expertise to customers in the national security, engineering, and the health industries.
Leidos is seeking a Senior Technical Support Analyst for a position as part of a team supporting the National Nuclear Security Administration.
The Senior Technical Support Analyst will be required on site in Albuquerque, New Mexico.
The Senior Technical Support Analyst will be responsible for interacting with customers to handle and resolve IT service requests.
This position will report to the Service Desk Manager and will work with other IT professionals associated with Tier 1 end-to-end incident management at various levels of classification.
You are responsible for providing consulting, oversight and integration support of existing hardware, software, network configurations and new system initiatives directly to end-users at customer sites.
Your greatest work is ahead! The Mission Leidos Civil Group helps modernize infrastructure, systems, and security.
We are a trusted partner to both government and highly-regulated commercial customers looking for transformative solutions in mission IT, security, software, engineering, and operations.
We work with our customers including the FAA, DOE, NASA, National Science Foundation, Transportation Security Administration, Custom and Border Protection, airports, and electric utilities to make the world safer, healthier, and more efficient.
Our customers take on the toughest challenges out there, and at times need a helping hand from specialists in their fields.
We combine our scale as a Fortune 500 company with the deep technical knowledge of our core capabilities and the expertise of our talented and diverse workforce to deliver mission-centric innovations.
For each of these core capabilities, we have developed proven, repeatable processes that help us deliver agile, cost-effective solutions to foster a better world.
Are you ready to join a team dedicated to a mission? Begin your journey of a flourishing and meaningful career, share your resume with us today! The Challenge:
Provide direct user support for standard desktop utilities and business applications.
Performs day-to-day IT maintenance and operational activities including desktop and server support to classified and unclassified domains.
Identifies, researches, and resolves technical problems.
Ability to diagnose problems using specialized tools, test equipment, and software utilities.
Responds to telephone calls, email, and personnel requests for technical support.
Documents, tracks, and monitors the problem to ensure a timely resolution.
Has deep knowledge of commonly used IT concepts, practices, and procedures within a particular field.
Relies on instructions, pre-established guidelines, and experience to perform the functions of the job.
Escalates more complex problems to more senior technicians and higher-tiered support (hardware and software specialists).
Deployment and retrieval of devices to end users, including a brief tutorial to familiarize the user with the device.
Conduct installs, moves, adds, and changes of IT services to all customer end-users.
Document problem information in knowledge database for lessons learned and to support root cause analysis.
Assesses user needs through remote utilities.
Recommends hardware and software to end users.
Familiar with standard concepts, practices, and procedures.
Relies on experience and judgment to plan and accomplish goals.
Accomplishes all tasks as appropriately assigned or requested.
Manage a ticket queue without creating backlogs, Teach, coach, mentor junior customer service representatives.
Break/Fix support for end-user Desktop computer devices (Laptops, Desktops, Printers, Etc.
) Install specialty software which is not packaged in SCCM (software installed in small quantities).
Order parts to repair hardware, with approval leadership.
Assess issues and diagnose problems with printers.
Provide setup and technical Video Teleconferences (VTC) support including monitoring high-profile user conferences.
Ad hoc support to videotape conferences and setup for video streaming.
PIN PIV Resets utilizing security solutions.
Install printer toner.
Must be able to participate in the on-call after hours support rotation.
Ability to be productive in a fast-past and demanding environment.
Must be able to participate in the on-call after hours support rotation.
Provide technical Audio & Video Teleconferences support.
A/V Support may include:
Ad hoc support to videotape conferences and setup for video streaming, Monitoring high-profile user conferences, Setting up conference rooms and providing standby support prior to and during meetings.
What Sets You Apart:
High school diploma or equivalent and 5
years of prior relevant experience.
Active DOE Q or TS clearance required.
Knowledge of PC and desktop hardware; experience in a Windows environment provisioning, deploying, troubleshooting, and resolving any hardware, software, or other technical issues.
Knowledge of Microsoft Windows platforms.
Strong, demonstrated customer service orientation.
Proven analytical and problem-solving abilities to mitigate end-user downtime.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Good written, oral, and interpersonal communication skills.
Able to lift/move up to 10 lbs.
You Might Also Have:
Bachelors degree Related industry-recognized certifications such as CompTIA A+.
Familiarization with ServiceNow Location:
Albuquerque, NMnnsanimsPay Range:
Pay Range $48,750.
00 - $88,125.
00The 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.
Recommended Skills Agile Methodology Analytical Coaching And Mentoring Consulting Customer Service Databases Estimated Salary: $20 to $28 per hour based on qualifications.
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