End User Support Administrator

Description

Program Summary:

The Defense Enclave Services contract will unify the DOD Fourth Estate Defense Agencies and Field Activities' common use information technology systems, personnel, functions, and program elements under the direction of DISA's Fourth Estate Network Optimization program office. Your role is critical to the overall operational and end User Experience (UX) as automation capabilities impacts each user across the global enterprise.

Clearance Requirement:

• Must hold an active Secret clearance prior to start. (ship required)

Primary Responsibilities:

• Resolve a wide range of system issues, diagnosis of workstation issues, and addressing trouble tickets and service tasks across all tiered levels.
• Assist with achieving optimum performance and availability standards through implementing appropriate technical solutions.
• Provide support for implementation and maintenance of IT systems.
• Provide on call 24/7 support to the current operations team for incidents with enterprise systems.
• Provide escalation support to the Service Desk Team regarding issues with enterprise systems.
• Prepare recommendations for resolutions to NetOps challenges based on monitoring results, tools analysis.
• Attend meetings weekly and provide weekly status reports.
• Manage and maintain Windows Workstations.
• Work with and manage Windows Active Directory, Azure, and Intune including support of migration of workstations and objects.
• Ensure compliance of current security policies and remediations.
• Proactively monitor and measure systems performance to detect trends and catch problems before users are impacted.
• Document, track, and coordinate incidents in ServiceNow.
• Join Event bridge calls for major incidents.
• Perform patching, updates, upgrades, refreshes, and other maintenance activities.
• Communicate directly with end-users, when necessary, to resolve issues and complete requests.
• Contribute to documentation in the Knowledge Base, Standard Operating Procedures (SOP), work instructions, and job aids.
• Continuously cross-train to also support other technical tasks and responsibilities.

Basic Qualifications:

• Bachelor's degree and 8+ years of relevant experience; additional years of experience may be substituted in lieu of a degree.
• Must have a DoD IAT Level II certification (Sec+), or higher, prior to start.
• Windows, administration experience.
• Trouble reporting and tracking systems such as Service Now ITSM experience.
• Must be able to lift/move/carry equipment when necessary (max 40 pounds)
• Demonstrated strengths in organizational, attention-to-detail, reasoning, critical thinking, and problem-solving skills.
• Demonstrated ability to manage multiple projects/tasks, meet deadlines, and adjust priorities appropriately in an evolving work environment with shifting time frames; self-starter with high degree of initiative, determination of sense of urgency, and follow up.
• Commitment to client's values of Service Excellence, Integrity, Team, Continuous Improvement, Accountability, Fulfillment with ability to demonstrate those positively and proactively to teammates, management in everyday performance and interactions.

Required Qualifications:

• Expert troubleshooting of Windows Operating Systems (Windows 11), Microsoft Office 365, Active Directory.
• Familiar with scripting and PowerShell skills
• Experience building, configuring, hardening Windows Workstations
• Experience using Service Now service management software (or similar tool) to document incidents and service requests.
• Advanced experience with Windows 11 management & administration
• Experience with vulnerability scanning solutions.
• Familiarity with the DOD Information Assurance Vulnerability Management program.
• Familiarity with MECM, AZURE, Intune, Antivirus, and security deployment tools.

Preferred Qualifications:

• Previous DHS or DoD experience
• The following certifications are highly desired:
• Other hands-on Microsoft Windows administrator certifications

DISADES

External Referral Eligible

Original Posting Date:

2024-10-22
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.

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