System Support Specialist

Job not on LinkedIn

🔥 6 minutes ago

🇺🇸 United States – Remote

💵 $87.1k - $157.4k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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👻 Ghost score 0%

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Leidos

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1969

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

Leidos is a leading systems integrator in science, technology, and engineering, providing solutions that transform and enable the missions of its customers. The company operates across various markets, including aviation, defense, energy, government, healthcare, intelligence, science, and space. Leidos is involved in AI, digital modernization, cyber operations, and integrated and mission software systems. With a commitment to diversity, equity, inclusion, and sustainability, Leidos also engages in charitable efforts and community enrichment programs. Additionally, it contributes to developing solutions for counter-unmanned aerial systems and electric vehicle infrastructure for military applications.

📋 Description

• Review and triage RISCS team tickets, escalating them to appropriate team members • Organize Agency RISCS Bi-Weekly Outreach meetings and capture announcements, demonstrations, CR promotions, and Q&A • Provide user clarifications during open forums • Support Change Request integration and governance • Participate in RISCS team and CCB forums where Change Requests are reviewed • Update the Operations Guide with promoted Change Requests and current step-by-step instructions • Perform start-of-business checks for escalated tickets, application connectivity and availability • Verify login access across Production, Training, Development, and Staging environments • Check LDAP synchronization status • Verify data feeds in each environment and notify the team of failures • Delete hardware records marked for deletion • Complete monthly ESD ticket and service request reports • Work with users through Teams on tickets and service requests • Draft meeting agendas and coordinate team review • Host Outreach meetings • Upload presentations to appropriate websites • Update websites with current meeting information • Document operation guides, user manuals, and training documentation • Test developer updates promoted to the system

🎯 Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field • 5–7 years of IT experience • 5+ years of experience troubleshooting applications and providing Tier 1 technical support to end users • 5+ years of experience identifying, documenting, and escalating support tickets to appropriate technical teams • Thorough understanding of ticketing systems, including ticket assignment and incident prioritization • Excellent communication skills and ability to articulate issues clearly to customers • Patience and superior customer service skills • Ability to work with upper management and interface with the customer • Ability to work after hours as needed • OPM Tier 2 or higher LOC • Must be a U.S. citizen • Ability to obtain and maintain Public Trust clearance • Preferred: Experience working in the NASA or Enterprise environment • Preferred: Experience with Archer

🏖️ Benefits

• Ability to work remotely/telework • Opportunity to support NASA on the CyPrESS contract • Ability to work after hours as needed