COMPLETE Infrastructure Service Lead (ISL) – Midshift Weekends - Colorado Springs, CO

Leidos is seeking a System Administrator to support a large enterprise IT contract for the DOD. The individual will conduct real-time monitoring of the health and status of enterprise services, coordinate with respective service lanes for outage resolution and track outage and changes to the environment through to completion. The individual will leverage their prior experience and Standard Operating Procedures (SOPs) to assist with triage and determining impact for any service disruptions noted through monitoring or via direct communication with Service Desk personnel, mission centers, and government leadership.  This individual will work in a team environment to ensure mission needs are met and ensure functionality of capabilities for customers.

This role requires an individual that is technical, customer oriented and familiar with using desktop software applications such as web browsing and client software, and IT Service Management software. This individual should be detail oriented in order to capture customer inquiries appropriately. Role requires excellent oral and written communication skills. This role is responsible for interacting with customers to handle service inquiries and problems. Duties include examining highly complex customer problems and suggesting and implementing appropriate corrective action to initiate a repair or return, troubleshoot in Windows, Macintosh, and UNIX desktop operating systems (think or virtualized clients) imaging, desktop applications, user profiles, and general system problems. This role analyzes recurring problems and initiates solutions for preventing reoccurrence.  Individuals in this role may be required to remotely log into the end users' endpoint (desktops and/or servers) in order to perform technical software configuration, rebooting, and other remedial actions. 

This position is for Mid-Shift weekends -- 12 hours from 1800 to 0600 Saturday and Sunday night. Will also work Mids 2 days during the week from 2200 to 0600 (we are flexible as to which days.)

Primary Responsibilities:

• Experience with interacting with customers to handle service inquiries and problems.

• Provide support implementation, troubleshooting and maintenance of IT systems.  Rapidly distinguish isolated user problems from enterprise-wide application/system problems. 

• Coordinate with customers and stakeholders to collect data, conduct analysis, develop, and implement solutions associated with incident tickets and requirements.

• Develop solutions to complex technical issues.

• Provide follow-up reports (technical findings, feedback, resolution steps taken) for root cause analysis, engineering technical assessment and process improvement initiatives. 

• Support customer requirements in a 24/7/365 environment on a night shift schedule.

• Update operations and maintenance documentation for 24/7/365 personnel.  

Basic Qualifications:

• Foundation of knowledge around AWS cloud services and the cloud ecosystem

• Experience with Tier 2 system administration

• Experience with Scripting/Automation

• Experience troubleshooting issues in a growing environment

• Experience with log reviews, incident analysis, and identification of issue trends

• Experience with server patch management methodologies 

• Time management skills

• Strong oral and written communications skills

• Track record of working effectively within a team, and support to peers toward improved processes and results

• Experience with support ticket management systems 

• Must be able to work a night shift

• Candidate must, at a minimum, meet DoD 8570.11- IAT Level II certification requirements (currently Security+ CE, CCNA-Security, GSEC, or SSCP)

Education:

• Bachelor's degree with 2 or more years of relevant experience

• Four additional years of related experience can be used in lieu of Bachelor’s degree.

Security Clearance:

• TS/SCI with polygraph is required for this position or TS/SCI and willingness to get a poly.

• US Citizenship is required due to the nature of the government contracts that we support.

Pay Range:

Pay Range $54,600.00 - $98,700.00

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.