R-00136520 Description Looking for an opportunity to make an impact? 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. 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 a mission you want to be a part of, keep reading! The Health and Civil Sector uses a wide range of capabilities in Digital Modernization , Mission Software Systems , and enabling technologies like Artificial Intelligence and Machine Learning to support our customers’ mission in advancing biomedical research and protecting public health. Our team’s focus is ensuring our health customers have the right solutions to keep pace with an ever-evolving public health landscape and prevent the next public health crisis. To explore and learn more, click here ! Your greatest work is ahead! Job Description The Health and Civil Sector is seeking a dynamic, mission-centric hands-on Desktop Engineering Lead to support a federal agency’s large, mission-critical 24/7/365 enterprise Service Desk. The position may be on client-site in the Rockville, MD/DC area. As a Desktop Support Lead, you will oversee a team of Help Desk Technicians in providing on-site and remote supports for computer workstations, printers, peripherals, and teleconferencing equipment. In this position, you are expected to possess exceptional communication skills, technical, and analytical skills. This challenging position requires an individual with demonstrated experience in resolving technical client support in a service desk setting, ability to perform technical troubleshooting and provide data analysis to determine root causes of application issues. The candidate must possess strong communications skills and the demonstrated ability to convey technical concepts to non-technical audiences. MUST be US Citizen located in the United States for the current three consecutive years with the ability to obtain a Public Trust Clearance. Candidate must be local to the DC Metro area for onsite customer meetings. Primary Responsibilities * Lead a team of IT support professionals responsible for delivering outstanding customer service and technical support to users.
* Responsible for ensuring the smooth operation of the desktop support team, managing escalations, and implementing service improvement initiatives.
* Manage the daily operations of white glove and executive services, ensuring that all support requests are handled in a timely and professional manner.
* Monitor desktop support metrics, SLAs and KPIs to identify trends and areas for improvement.
* Develop and implement service improvement plans to enhance the quality and efficiency of the support services provided to users.
* Coach, mentor, and provide feedback to team members to ensure they have the necessary skills and knowledge to deliver exceptional customer service.
* Escalate complex or critical issues to the appropriate stakeholders and follow up to ensure timely resolution
* Maintain up-to-date knowledge of the customer, its services, and its customers to effectively manage the knowledge base
* Establish and maintain relationships with key stakeholders to understand their support needs and build trust and confidence in the service desk
* Design, configure, and manage the Windows Autopilot deployment process.
* Administer Microsoft Intune to manage and secure Windows devices, mobile devices, and applications.
* Develop and maintain profiles, policies, and settings for device compliance and configuration.
* Troubleshoot issues related to device deployment, mobile device management, and application deployments. Required Qualifications: * Bachelor’s degree from an accredited institute, (preferably in Mathematics, Information Technology, Computer Science, Engineering, Business Administration, or Project Management).
* Minimum of five (5) years’ experience in troubleshooting end-user hardware and peripherals, operating systems, imaging, software applications, network connectivity, configuration, security compliance, Active Directory administration, and endpoint management.
* Proficiency in Windows Autopilot and/or Intune software tools
* Demonstrated experience using incident logging and ticket tracking systems such as ServiceNow and Zendesk and Zendesk (preferred), Remedy, or Cherwell. Knowledge and understanding of IT Service Management, Customer Service, and Service Level Agreements (SLA).
* Demonstrated experience using incident logging and ticket tracking systems such as ServiceNow and Zendesk. Knowledge and understanding of IT Service Management, Customer Service, and Service Level Agreements (SLA).
* Demonstrated ability to write clear and accurate technical and end-user documentation and standard operating procedures.
* Broad knowledge of information technology hardware, software, concepts, and services to effectively provide guidance to customers when new requirements or alternative solutions are needed.
* Have knowledge of ITIL’s Incident, Request, Problem, Configuration, and Change Management practices.
* Proficient in configuring, supporting, and troubleshooting Apple macOS, Apple iOS and Microsoft Windows operating systems as well as fielding related how-to questions.
* Proficient in configuring, supporting, and troubleshooting Apple iOS mobile devices, as well as fielding related how-to questions.
* Proficient in supporting Microsoft Office 365, (including, but not limited to), Microsoft Outlook, Word, Excel, PowerPoint, OneNote, Skype, OneDrive, Teams, and Zoom.
* Ability to obtain Public Trust Clearance
* Ability to potentially interact with senior staff in the agency and scientific community.
* Ability to work/ collaborate with different contractor and government teams as well as industry and vendors with a high level of professionalism, good judgment, and tact.
* Ability to work well under pressure and be flexible at juggling competing priorities. Must be resourceful and independent problem solvers.
* Possess and practice the following skills, excellent communications (verbal and written), analytical and problem solving, time management and organization, patience, and professionalism. Preferred Qualifications: * ITIL Foundation v4, CompTIA A ; Apple Certified MacOS Technician (ACMT) Certifications
Microsoft Office Specialist: Microsoft Office 2016; Microsoft Office Specialist: Associate (Office 365 and Office 2019); Jamf Pro Certified Tech/Admin; HDI-CSR; HDI-SCA; HDI-DAST; HDI-TSPS; or other industry-recognized certifications. * Project management experience with Agile PM software, preferably Atlassian products (Jira, Trello) and other similar software tools.
* Windows Autopilot and/or Intune software tools.
* Proficiency in Jamf.
hhsnih Original Posting Date: 2024-05-29
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 $87,100.00 - $157,450.00 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.