JOB DESCRIPTION: This family provides first line technical support to computer customers with questions regarding account administration, distribution of software and documentation, system and network status, and problem entry via problem tracking tool. Maintain and update tracking tool. May report recurring problems to management. (It should be understood that this is not intended to be a detailed nor comprehensive description of any individual employee's job content. Managers set the specific duties and responsibilities for each employee). SCOPE: Performs the assignments in the form of objectives with goals and process to meet goals outline. Receives some instruction on routine work, general instructions on new assignments. PROBLEM COMPLEXITY: Works on assignments that are complex in nature where judgment is resolving problems and making routine recommendations. Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained. IMPACT: Contributions are usually limited to assignment related activities. Decisions or failure to achieve results may cause delays in schedules. LIAISON: Interacts daily with supervisor, peer groups, and customers. Interaction normally involves exchanges or presentation of factual information. FREEDOM TO ACT: Under general supervision. Normally receives no instruction on routine work, little instruction on new assignments. LEADERSHIP AND MANAGEMENT: KNOWLEDGE/SKILLS AND ABILITY: This is the top level in this family in which the employee is thought of as a solid resource fully capable of handling complex problems and assisting management personnel in making recommendations. Having knowledge and experience, able to handle usual occurring job events. Choice of action requires more than common sense in that some training and experience is needed before knowing what to do under special circumstances. Viewed as having the experience and enough knowledge to be able to handle unusual and seldom-occurring job events with minimal assistance from others. Advanced skills in a software applications or specialty such as network connectivity issues, dial-up configurations problems, access and manipulation of computer data using SQL and DDA, or client-server environment. TYPICAL EDUCATION AND EXPERIENCE: High school education or equivalent and 7+ years technical training.
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Additional Details - Temporary Worker Location? : Customer/Government Site
- Will this assignment allow telework? : No, telework is not allowed
- Job Type : IT
- List additional job requirements/requirements, if applicable. : Deskside Support Technician (Tier II)
Washington, DC (On-site 5 days a week)
Public Trust
Leidos is looking for a Deskside Support Technician to support the Enterprise Standard Architecture V (ESA V) program, in Washington, DC. ESA V is an IT Services program supporting several customers within the Department of Justice. The program provides a range of IT services, including help desk, deskside support, Windows workstation engineering and maintenance, managed print services, ITSM, Active Directory services, and video conferencing, among others.
Location: This position will be 100% onsite at the customer location(s) in Washington, DC
Clearance: Public Trust security clearance required (Secret Clearance highly desired)
The types of work a candidate for these positions should expect to perform include but aren’t limited to the following:
• Deskside support for any user where a ticket has been dispatched from the Service Desk or identified by the on-site user base
• Break/Fix support for government provided end-user computer devices, such as replacing hard drives or batteries which fail
• Installation of specialty software which is not already packaged in SCCM
• Removal of devices from the network as directed by Security
• Assess issues and diagnose problems with printers
• Install printer toner
ESA V prides itself in providing high-quality customer support. A key part of the deskside support staff’s job is interfacing with customers and leaving the customer with his or her problem resolved, in a very timely manner. As such, the ability to prioritize work based on ticket and customer priority, the ability to communicate clearly and effectively, and the ability to work across multiple building in Washington without direct supervision are all critical to the success of the individuals selected for these positions. Some members of the deskside support staff will also provide technical support to the senior management offices and senior leadership offices within the Department of Justice. Due to the critical importance of the work done in these offices, timely and professional response to all incidents and service requests must be achieved. This “white glove” service may sometimes require after-hours support to be provided.
If this sounds like the kind of environment where you can thrive, keep reading!
All work for the team will be tracked in a ticketing system. The ticketing system will be utilized to track performance with negotiated service level agreements and to measure the effectiveness of the staff. Staff members are responsible for keeping tickets up to date at all times. The technology in use at the Department includes Windows 10 laptops and desktops, Microsoft Office tools, email using Microsoft Exchange and Outlook, and other typical tools. Experience working on and resolving issues with this type of office IT environment, is a must!
Required Education & Experience:
• High School diploma with 5+ years of prior relevant experience
• Customer service-focused attitude
• Current Public Trust clearance
• Ability to maintain a Public Trust clearance
• Past experience providing IT (Tier II) support in a Windows office environment
• Excellent written and verbal communication skills
• Use of an ITSM ticketing system
Desired Requirements:
• Past experience with Department of Justice components
- Security Clearance Required : PUBLIC TRUST
- Is Leidos or the client able to hold the portion of the clearance above Top Secret? : No
- Direct/Indirect Charge : Direct: Charges time directly to the contract
- Please Provide Justification for Indirect Charge: : N/A
- Potential Direct Hire (Leidos FTE) : Yes
- Is a Credit Check Required for this Position? : Yes
- Is your contract subject to GLC Requirements? : No
- GLC Requirements: : No
- List Specific GLC Requirements as Specified Above: : N/A
- Is Driving Required? : No
- Will International Travel be Required? : No
- Will temp/payrollee have access to PHI and/or work for the Health Solutions BU?(HIPAA training reqd) : No
- Does this job have tasks/responsibilities that are performed outside the normal office environment? : No
- Does Service Contract Act (FAR 52.222-41) apply to this TSR? : No
- If Yes, Does this contract have EO 13706 (FAR 52.222-62) incorporated? : No
- If Yes, What WD Schedule & Revision # apply to this contract : N/A
- Can ALL SCA costs be included in ONE bill rate (labor & SCA requirements)? : No
- Service Contract Act Terms (if applicable): : N/A
- Has the Temp/Payrollee ever been a regular Leidos/SAIC employee? : 3) Temp Agency to Answer
- Will individual(s) selected for this position be expected to work an alternate schedule? : No
- Primary Work State : Washington DC
- Primary Work Zip : 20002
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