At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers’ 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.

The Enterprise IT Service Desk (EITSD) Support subtask, supporting the Digital 
Innovation for General Services Administration (GSA) Infrastructure Technologies (DIGIT) task order, is relied upon to provide IT services that appropriately respond to the time-sensitive needs of customers, including Very Important Persons (VIPs) and executives, and provide prompt referrals and escalations to an appropriate IT support service option.  The EITSD provides support to users of GSA’s internal infrastructure as well as applications and systems owned by various GSA Service and Staff Offices. The EITSD is the centralized POC for GSA end users and customers to report incidents, submit requests, seek advice, and register complaints about GSA’s IT infrastructure, applications, and programs supported in the environment.

As a SME Computer User Support Specialist, your primary responsibility is the successful refresh of end user government funded equipment, to include mobile devices and laptops. You will provide top tier customer support using remote access and collaboration tools, ensuring all systems and databases are operational and accessible on the new devices. All customer questions and concerns will be addressed, and progress will be documented through the configuration management database. 

Primary Responsibilities:

•    Performs a variety of clerical and administrative duties pertinent to lifecycle management and hardware refresh tasks. 
•    Responds to follow-on requests as needed to ensure customer satisfaction with the hardware refresh action.
•    Provides technical support through remote access tools, phone, email, and instant message to users in support of the successful configuration, activation, and verification of functionality for all end user software and applications. 
•    Provides personal computer support problem analysis, and hardware/software installation and configuration.
•    Interacts daily with customers during scheduled appointments. Must join all appointments on time, remain focused on the refresh task until completed, and maintain a professional disposition at all times.
•    Monitors team productivity and quality; provides individual feedback.
•    Maintains an audit trail and statistical records of all problems and conditions reported by the client.
•    Escalate advanced troubleshooting needs to appropriate departments as needed. 
•    May be responsible for supervising other team members. 

Basic Qualifications:

•    Associate’s Degree or equivalent and a minimum of 7 years experience; 9 years experience can be accepted in lieu of education.
•    Public Trust Clearance (Or ability to obtain).
•    ITILv4 Foundation Training and ITILv4 Foundation Certification, may be obtained within 120 days after hire.
 Has domain and expert technical knowledge.
•    Directs and controls activities for a client, having overall responsibility for successful completion of Refresh appointment.
•    Contributes to deliverables and performance metrics.
•    Must be willing to work a variety of shifts, including holidays as scheduled
•    Possess the ability to communicate in both oral and written forms, demonstrating an ability to communicate effectively with all levels of staff as well as clients.
•    Familiarity with the following technologies: Windows, web browsers, and basic functions of Active Directory. 

Preferred Qualifications:

•    Minimum 7 years of work experience.
•    At least one (1) year experience with Windows desktop support.
•    At least two (2) years experience working knowledge of remote tools.
•    Experience supporting industry standard software products.
•    Experience as a remote worker demonstrating time management and self discipline.

Original Posting Date:

2024-08-13

While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range:

Pay Range -

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.