Leidos is hiring a Telephony Customer Support Specialist 3 - Active TS/SCI required in Suitland, MD. All work is onsite; a candidate must have an active TS/SCI to be considered for this role.
Support Hopper civilian and military personnel in responding to employee queries and problems concerning their Windows and UNIX workstations by providing subject matter expertise in the existing areas of IT hardware installation (including some server installation/racking), relocation, repair, removal, and destruction. This also includes installing software, and supporting meetings, briefings, and conferences that are held within the various facilities located throughout the NMIC.
Candidate will routinely works independently to achieve critical mission objectives necessary to continue smooth operations for Hopper, and other internal and external agencies.
Routinely will collaborate with different internal and external customers and other experts to develop technical solutions to problems that are complex and not always immediately identifiable in order to timely meet mission objectives.
The HOPPER mission is to provide information technology services to fully enable ONI and the Navy to meet mission requirements. The ISC Operations (ISC-O) Department is an integrated workforce of civilians, active duty and Reserve Naval professionals who support combat operations and provide vital information for planning America's defense against maritime threats at home and around the world. ISC-N3 Operations provides Enterprise Operations support to the ONI customer community at the National Maritime Intelligence Center (NMIC) facility, to Department of Navy (DON) Sensitive Compartmented Information Facilities (SCIF) in the National Capital Region (NCR) and Contiguous United States (CONUS), and to shore SCIFs supporting commands subordinate to United States Fleet Forces (USFF) around the world, all on a 24/7 basis.
-Provide in-depth analysis of trouble conditions and facilitate repair efforts. Work independently or coordinate a team of technicians as necessary.
-Monitor vendors' installation of equipment, and perform/coordinate system testing and evaluation activities.
-Inspect and review hardware installation, wiring, power, grounding, system database validation, and other activities to ensure quality installation of services for the client. May perform adjunct installation, de-installation, and relocation activities including, but not limited to, site preparation and installation and/or removal of cabling and wiring systems, terminal equipment, automated data processing services and associated hardware and software.
Minimum Required Qualifications
Active TS/SCI clearance
Security + Certification
5+ years maintenance and repair in Windows, LINUX and UNIX based infrastructure (Windows Server/ Exchange and Solaris)
3+ years' experience with the Remedy Action Request System or equivalent
Familiarity with tools such as System Center Configuration Manager (SCCM) and BMC Remedy
Experience using existing enterprise tools to remotely access user desktop views and manipulate system to conduct tactical troubleshooting, verify symptoms, and fine-tune problem description, and to isolate faults and resolve the commonly reported basic problems
Possess the IT technical knowledge, skills and experience necessary to successfully troubleshoot IT related problems. Experience with eBbooks, Apple IPAD's and/or Microsoft Surface Pro mini laptops
Capable of writing and speaking clearly when exchanging information with customers in person, email,web-based text chat, or other written documents.
Proficiency with MS business tools (Word, Excel,PowerPoint, Project, and SharePoint)
Must be capable of producing reports, charts, spreadsheets, and database and dashboard data; strong documentation skills
2+ years degree from an accredited college or university
Knowledge and experience configuring Nortel/Avaya and Cisco VOIPs phones