Tier 1/2 Service Desk Support System Administrator

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 sustainable practices. 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. Employees enjoy career enrichment opportunities available through mobility and development and experience rewarding relationships with supportive supervisors and talented colleagues and customers. Your most important work is ahead.

If this sounds like the kind of environment where you can thrive, keep reading!

Leidos is seeking a Tier 1/2 Service Desk/Deskside Support System Administrator to support the National Media Exploitation Center (NMEC). This role requires an individual with experience managing Windows domain accounts for users and workstations to include creation, modification, troubleshooting, disabling, and deleting. This role will be responsible for being the first contact for customers via phone calls, email, chat, and walkup assistance requests.  This role will help ascertain the nature of the call, resolve issues where possible, and escalate to the appropriate work group, when necessary. Duties will include assisting customers with installation, repair and relocation of end user devices to include workstations, printers, scanners and telephones.  Additional duties will include examining incidents and problems and suggesting and implementing appropriate corrective action to initiate a repair or return to service.  This role analyzes recurring problems and initiates solutions for preventing reoccurrence and analyzes existing infrastructure for tuning/performance enhancements.  The role will provide systems and software operations and maintenance support in a large, multi-enclave enterprise environment.  This individual will work in a team environment to ensure mission needs are met and ensure functionality of capabilities of customers. Individuals in this role may be required to perform technical software configuration, rebooting, and other remedial actions on customer systems. The customer utilizes an Agile Framework to plan and successfully complete all initiatives.

This is a 100% on-site position. All work must be performed at the customer site in Bethesda at the Intelligence Community Campus.

Primary Responsibilities

• Provide first point of contact for all customer queries and incidents via walkup, phone, email, or chat.

• Manage and administer accounts to include account creation, password resets, troubleshooting, and termination/deletion.

• Document and track customer requests and incident in the customer’s approved IT Service Management (ITSM) solution.

• Properly document initial troubleshooting and triage steps and escalate to Tier 2/3 support teams when appropriate to resolve more complex customer issues.

• Provide telephone support to customers in a professional, knowledgeable manner to maintain excellent customer relationships.

• Ensure all tickets are logged and assigned to the correct team.

• Proactively monitor Incidents for trends and potential Problem Records and highlight these to the Service Desk Manager.

• Update Service Desk documentation for new processes and procedures to share best practices, capture changes in the environment, and streamline initial response to common issues to reduce duplication of effort.

• Produce both customer-facing and internal knowledge base documentation as required.

• Actively participate in Continual Service Improvement Activities to share their experience and knowledge and support service enhancement.

Basic Qualifications

• Experience creating and managing domain accounts within Active Directory

• Familiarity with supporting virtual desktops running Microsoft Windows

• Experience troubleshooting common Active Directory account issues and errors.

• Experience troubleshooting software and hardware issues for end user devices to include workstations, printers, and scanners.

• Experience with troubleshooting hardware faults, coordinating warranty replacement requests and installation of replacement components internal to the workstation.

• Experience with reviewing Microsoft Windows event logs to determine possible root causes and research common fix actions.

• Familiarity with incident analysis to identify trends indicative of a larger problem and ability to articulate problem in an effective manner to peers and higher tier support elements for resolution.

• Experience with using Microsoft tools such as Active Directory, DNS, an