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Technical Support Analyst (TSA/EITSO)

Company: Leidos
Location: Burke
Posted on: September 15, 2023

Job Description:

Description Job Description:At Leidos, everything we do is built on our commitment to do the right thing for our customers, our employees, and our communities. Our mission is to make the world safer, healthier, and more efficient through information technology, engineering, and science.Leidos Intelligence Group is seeking Technical Support Analysts (TSAs) to serve as Enterprise IT Support Officers (EITSOs) for a large-scale enterprise-IT delivery and support program. We are hiring for multiple positions ranging in skill level from Developmental to Expert, with work locations at a variety of government buildings in Northern Virginia, which may include McLean, Reston, Herndon, Chantilly, and Warrenton.This positions require a current and active TS/SCI with polygraph security clearance. We do not have the ability to sponsor candidates for clearance processing.Technical Support Analyst Enterprise IT Support Officers (TSA/EITSOs) provide technical support and customer service to the client organization's users of computer applications and hardware (e.g., PCs, servers, mainframes). TSA/EITSOs utilize their specialized depth and breadth of experience to perform a variety of tasks depending on their specific assignment. Typical duties may include but are not limited to:Answering questions regarding system procedures, online transactions, systems status and downtime procedures, typically from within a call centerCollaborating with network services, software systems engineering and/or application development in order to restore service and/or identify problemsMaintaining a troubleshooting tracking log ensuring timely resolution of problemsPerforming routine assignments in the entry level to a professional job progressionUsing existing procedures to solve routine or standard problemsReceiving instruction, guidance and direction from othersUtilizing conceptual knowledge of practices and procedures within a particular area of expertiseApplying general knowledge of business developed through education or past experienceSolving routine problems using existing procedures and standard practicesWorking within standardized procedures and practices to achieve objectives and meet deadlinesExchanging basic information, asking questions and checking for understandingCommunicating with colleagues, management, and clients to exchange accurate informationAnswering questions and resolving technical problems related to computer hardware, software, network, systems, applications, accesses, and telecommunications systems via telephone or self-service toolsCandidates selected for higher skill level positions will have duties of increasing complexity and responsibility commensurate with their experience, this may include but is not limited to:Interpreting internal/external business issues and recommend best practicesSolving complex problems, taking a broad perspective to identify innovative solutionsWorking independently, with guidance only in the most complex situationsUtilizing their expertise in a specialized area and general knowledge of related areasInterpreting internal/external challenges and recommend best practices to improve servicesImpacting the achievement of client, operational, project, or service objectivesCommunicating complex concepts, anticipating potential objections or influences and working to achieve consensusMay lead, train, or mentor more junior team members, however this is not a supervisory positionMay lead functional teams or projectsMay lead teams or projects with moderate resource requirements, risk, and/or complexitySome TSA/EITSO positions may require the ability to conduct specific physical tasks, such as:The ability to remain in a stationary position 50% of the timeThe ability to move/traverse within and between client buildings and officesThe ability to maintain computers or other equipment which may be located under desks, in server closets, or other difficult to access locationsThe ability to constantly operate a computer and/or other office productivity equipmentThe ability to move Audio/Visual or other IT/computer equipment weighing up to 50 poundsBasic Qualifications:All positions require a current and active TS/SCI with Polygraph security clearance. Specific educational and work experience required for each skill level are listed below, in some instances higher levels of education may be substituted for years of work experience.Developmental (TSA/EITSO I): BA/BS and some applicable work experienceFull Performance (TSA/EITSO II): BA/BS and 2+ years of applicable work experienceSenior (TSA/EITSO III): BA/BS and 4+ years of applicable work experienceExpert (TSA/EITSO IV): BA/BS and 7+ years of applicable work experienceDesired Qualifications:Experience working in a technical help desk roleExperience with data transfer servicesExperience with ServiceNow, ITSM, ITBMExperience managing projectsIAT certificationITIL Foundation certificationPay Range:Pay Range $78,000.00 - $120,000.00 - $162,000.00The Leidos pay range for this job level is a general guideline onlyand 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.

Keywords: Leidos, Burke , Technical Support Analyst (TSA/EITSO), Professions , Burke, Virginia

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