Technical Support Analyst (TSA), Full Performance

Company: Leidos
Location: Rockville
Posted on: September 13, 2023

Job Description:

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 a Technical Support Analyst (TSA) at the Full Performance skill level to serve as an Enterprise IT Support Officer (EITSO) within a large-scale enterprise-IT delivery and support program. 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:

• Provides technical support and customer service to the organization's users of computer applications and hardware (e.g., PCs, servers, mainframes)
• Answers questions regarding system procedures, online transactions, systems status and downtime procedures and is typically located within a call center
• Collaborates with network services, software systems engineering and/or application development in order to restore service and/or identify problems
• Maintains a troubleshooting tracking log ensuring timely resolution of problems
• Requires expanded knowledge and experience in own area; incumbents are still acquiring higher-level knowledge and skills
• Builds knowledge of the company, processes and customers
• Solves a range of straightforward problems
• Analyses possible solutions using standard procedures
• Receives a moderate level of guidance and direction
• Requires expanded conceptual knowledge in own area of expertise while developing additional skill sets
• Understands key business drivers; uses this understanding to accomplish own work
• No supervisory responsibilities but may provide guidance to new associates
• Solves standard problems by analyzing possible solutions using experience, judgment and precedents
• Impacts quality of own work and the work of others on the team; works within guidelines and policies
• Explains information to others in straightforward situations Basic Qualifications:
  • Current and active TS/SCI with Polygraph security clearance
  • BA/BS and 2+ years of applicable work experience
  • Must be able to remain in a stationary position 50%.
  • Must be able to move/traverse within and between buildings and offices.
  • Must be able to position self to maintain computers, including under the desks and in the server closet.
  • Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer.
  • Must be able to move Audio/Visual or Computer equipment weighing up to 50 pounds.
  • The person in this position frequently communicates with co-workers, management, and customers; must be able to exchange accurate information.
  • Resolving technical problems and answering queries by telephone or self-service that involve computer hardware, software, network, system/application access, and telecommunications systems. Desired Qualifications:
    • Experience providing technical support for Windows XP, Microsoft Office 2003 or later, Internet Explorer, and business applications used within a business environment
    • Knowledge of multiple desktop programs, configuration and debugging techniques
    • Experience with TCP/IP and general networking issues
    • Experience with virus scanning services; Desktop, stand-alone and laptop computing services
    • Experience with servers, printers, and peripheral service Pay Range: Pay Range $63,050.00 - $97,000.00 - $130,950.00 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.

Keywords: Leidos, Rockville , Technical Support Analyst (TSA), Full Performance, Professions , Rockville, Maryland