IT Service Support Specialist

$68,900 - $124,550/Yr

Leidos - Fort Belvoir, VA

Full-time

Fort Belvoir, VA

1,001-5,000 employees

Professional, Scientific, and Technical Services

About the position

Leidos is seeking an Information Technology (IT) Service/Support Specialist to join our team at Fort Belvoir, Virginia. This position is ideal for a team-oriented individual with strong multi-tasking abilities who is eager to provide exceptional customer support. The successful candidate will primarily assist in resolving routine, non-complex customer problems related to information technology systems, specifically focusing on laptops and desktop computers that utilize Windows 10 operating systems. The role requires effective communication with internal technical or customer service personnel to accurately determine the nature of problems and implement appropriate resolutions. In this position, the candidate will be responsible for documenting IT problems and troubleshooting procedures, attending ongoing training sessions to enhance technical skills, and applying their knowledge to become familiar with specialized user-developed software. The role may require support on weekends and during hours outside of the normal duty day, with core duty hours primarily from 10:00 AM to 6:00 PM. Key responsibilities include modifying configurations and software settings for local workstations, utilizing and maintaining helpdesk tracking software (JIRA), documenting internal procedures, installing and configuring new workstations and software, maintaining an inventory of equipment and software licenses, and providing in-person troubleshooting support to customers. The candidate will also be involved in configuration control activities, hardware and software upgrades, and will need to provide polite and friendly customer service while understanding dependencies across hardware and software components. The position requires the ability to travel occasionally to alternate sites and perform cable management installations, including repairing and making CAT 5/6 cables. The ideal candidate will possess a Security + CE Certification and a Secret level security clearance, with a willingness to obtain a TS/SCI security clearance. A Bachelor's Degree is preferred, but additional experience may be considered in lieu of a degree, along with a High School Diploma and at least 4 years of related experience. Familiarity with Microsoft Visio, the Microsoft Imaging Process, and the Microsoft Office Suite is also required.

Responsibilities

• Modify configurations, utilities, software default settings for local workstations with Windows 10 operating system.
• Utilize and maintain the helpdesk tracking software (JIRA).
• Document internal procedures.
• Install, test, and configure new workstations, laptops, peripheral equipment, and software.
• Maintain inventory of all equipment, software, and software licenses.
• Report issues to team members for escalation.
• Manage PC setup and deployment for new employees using standard hardware, images, and software.
• Assign users and computers to proper groups in Active Directory.
• Provide advice and recommendations on hardware requirements.
• Perform maintenance and repairs as required.
• Participate in configuration control activities.
• Perform timely workstation hardware and software upgrades as required.
• Provide contact and incident resolution to customers with hardware, software, and application problems.
• Provide in-person troubleshooting support to customers.
• Document incident resolution and status in incident database tools.
• Provide polite and friendly customer service.
• Install system-wide software and assist with fine-tuning system performance.
• Understand dependencies across hardware and software components.
• Provide input and update to standard operating procedures.
• Participate in organizations change management process.
• Availability to occasionally travel TDY to alternate site.
• Perform Cable Management installs.
• Repair and make CAT 5/6 cables.

Requirements

• Must Have Security + CE Certification.
• Must currently possess a Secret level security clearance; candidates who do not currently possess this clearance will not be considered.
• Must be willing to obtain a TS/SCI security clearance.
• Bachelor's Degree preferred (additional experience will be considered in lieu of a degree).
• High School Diploma and 4+ years of related experience is required.
• Microsoft Certification.
• Familiar with Microsoft Visio software.
• Familiar with Microsoft Imaging Process.
• Familiar with Microsoft Office Suite.