IT-Administrator

Cadence Coalition LLC; Stuttgart; Vor Ort; USD 57.000 - 105.000; Vollzeit

Zusammenfassung

An established industry player is seeking a dedicated Service Desk Analyst to enhance customer support and incident management. In this dynamic role, you will utilize your expertise in incident tracking and resolution, ensuring a seamless experience for users. Your responsibilities will include engaging with customers, documenting resolutions, and collaborating with various service resources to tackle complex issues. This position offers an opportunity to work in a supportive environment where your contributions are valued, and your skills are nurtured. If you thrive in a fast-paced setting and are passionate about delivering exceptional service, this role is perfect for you.

Qualifikationen

• Active DoD Top Secret / SCI clearance is mandatory.
• 3+ years of specialized experience required.

Aufgaben

• Collect and track incident information ensuring quality customer experience.
• Document resolutions and update knowledge bases.

Kenntnisse

Incident Management

Customer Service

Communication Skills

Problem-Solving

Adaptability

Ausbildung

Bachelor's Degree

Associate's Degree

Major Certification

Tools

Microsoft PowerShell

Office 365

Windows 10

Jobbeschreibung

At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers’ success. We empower our teams, contribute to our communities, and operate sustainably. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.

Are you ready for your next career challenge?

Clearance Requirement: Active DoD Top Secret / SCI clearance with the ability to maintain the Clearance.

The Successful candidate will need to be able to collect incident information through customer conversation and self-service support tools. Track incidents and requests from identification through resolution ensuring a quality end-to-end customer experience. Conduct initial assessment, triage, research, and resolution for basic incidents and requests regarding the use of application software products and/or infrastructure components. Communicates promptly on progress. Engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility by routing incidents, as necessary, to product line, application, or system support specialists. Executes against established Service Level Agreements (SLA). Documents resolutions and updates self-help and staff knowledge bases. Alerts management to recurring problems and patterns of problems. Provides statistics for the weekly Service Desk report on call trends.

So, what will you be doing in this role?

Required Qualifications:

• Currently hold an adjudicated Top Secret / SCI Clearance.
• BA / BS + 3 years recent specialized or AA / AS + 5 years recent specialized or a major cert + 7 years recent specialized or 11 years of recent specialized experience.
• Modern Desktop Administrator Associate or Microsoft Certified Solutions Associate (MCSA) Windows 10 / Office 365.
• DOD 8570 IAT 2 compliance (CompTIA Security +, equal or greater).
• Ability to obtain TESA status.

Desired Qualifications:

• ITIL v3 - Foundation.
• Automation using Microsoft PowerShell, VBScript, or batch files.
• Adaptable to changing circumstances and operational needs.
• Understanding of Department of Defense Military standards.

CITS3

Original Posting Date: 2025-01-13

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: $57,850.00 - $104,575.00

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.