Jr. Field Services Support Engineer

Description

Job Description:

The Enterprise & Cyber Solutions Operation is hiring a Junior Fields Services Engineer to support the National Air and Space Intelligence Center at Wright-Patterson Air Force Base, Ohio. An active TS/SCI is required; all work is onsite.

Primary Responsibilities

• Provide Level I service desk support for IT related issues for both internal and external customers

• Provide updates in tickets in accordance with NASIC/SC policy

• Open tickets on behalf of the customers that walk-in or call-in if issue cannot be resolved and assign to the appropriate level II or III queue.

• Diagnose and resolve level I end-user problems at the customer’s location in a customer service oriented, team environment

• Document all outages, errors, maintenance, issues, and contacts in the communications log.

• Utilize the NASIC trouble ticket tracking system (currently Microsoft System Center Service Manager with plans to migrate to ServiceNow) and the Air Force Enterprise Service Desk (ESD) Trouble Ticketing system (e.g. Remedy) to track customer requests

• Conduct media virus scanning as well as data transfer from various forms of media to include but are not limited to hard drives and CDs.

• Be responsible for monitoring, opening, assigning, updating and closing tickets on up to 4 separate ticketing systems

• Troubleshoot assigned tickets using Standard Operating Procedures (SOP’s)

• Provide administrative support to user account creation and maintenance to include resetting account passwords and unlocking accounts

• Use the customer provided network monitoring tool (e.g., Solarwinds) to monitor and support various networks and system assets

• Replace workstations with like systems and reload all applicable user applications

• Coordinate with other duty sections such as hardware technicians and software administrators when additional Level II or Level III support is required

• Follow the Standard Operating Procedures for backup and restoration.

• De-provision accounts, email, and folders as requested across multiple networks

• Virus scan media, transfer data from physical media, and move data between networks per NASIC Instruction 33-201

Basic Qualifications

• Active TS/SCI clearance

• Information Assurance Technical (IAT) Level II (e.g., Security+) certification

• High school Diploma or General Equivalency Diploma (GED) with at least 1.5 years of work experience

• Excellent communication skills and demonstrated ability to resolve all situations in a professional manner

• Experience providing IT support for desktop computer equipment and peripherals

Preferred Qualifications

• Experience with trouble ticket tracking systems such as Microsoft Service Manger, ServiceNow, or Remedy.

COMET

Pay Range:

Pay Range $31,200.00 - $48,000.00 - $64,800.00

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.