Systems Engineer/Help Desk Analyst

Description

System Engineer / Help Desk Analyst

Leidos has a new and exciting opportunity for a Senior Information System Security Engineer in our National Security Sector's (NSS) Cyber & Analytics Business Area (CABA). Our talented team is at the forefront in Security Engineering, Computer Network Operations (CNO), Mission Software, Analytical Methods and Modeling, Signals Intelligence (SIGINT), and Cryptographic Key Management. At Leidos, we offer competitive benefits, including Paid Time Off, 11 paid Holidays, 401K with a 6% company match and immediate vesting, Flexible Schedules, Discounted Stock Purchase Plans, Technical Upskilling, Education and Training Support, Parental Paid Leave, and much more. Join us and make a difference in National Security!

Job Summary

The System Engineer / Help Desk Analyst will be responsible for monitoring test infrastructure systems, applications, and processes and ensuring that all issues are identified, tracked, and resolved in a timely manner. This position requires a customer service-oriented individual who has experience monitoring IT enterprise systems and solving help desk-related problems.

Primary Responsibilities

The selected individual will be part of an integrated team working in a very dynamic environment, providing support to multiple geographically distributed systems within a complex network environment. She/he will provide Tier 1 and Tier 2 support to the test infrastructure environment. Responsibilities include, but are not limited to:

• Managing and performing tasks associated with the monitoring of test infrastructure systems, network circuits/appliances, applications and processes.
• Utilizing enterprise monitoring solutions to identify alarms that have been triggered against the test infrastructure environment.
• Identifying and tracking all problems related to the test infrastructure environment.
• Resolving issues whenever possible and escalating when necessary.
• Providing support for calls and emails to ensure all interactions are timely and professional.
• Proactively contacting customers when test infrastructure processes are significantly delayed or may impact their ability to complete a business function on time.
• Participating in the creation and ongoing maintenance of documentation ensuring that clear, concise and accurate information is readily available to assist with incident resolution.
• Providing a complete and accurate summary of all activities during shift to ensure continuity with peers.
• Attaining and maintaining proficiency on all tools and processes associated with the monitoring of the test infrastructure environment.
• Providing technical assistance to companion work groups in support of overlapping projects and maintaining good inter-departmental relations.
• Assisting in root cause analysis exercises concerning reoccurring test infrastructure issues.
• Understanding and following department and division policies and procedures.
• Prioritizing tasks and managing time effectively.
• Performing administrative support for various computer and software systems.
• Communicating with users and publishing status of any system outages, as needed.
• Identifying problems and assigning them to appropriate organizations or individuals for resolution.
• Ensuring problems are escalated to management for additional attention according to duration and severity.
• Acting as a resource to peers and companion workgroups.
• Making process improvements and suggestions, as needed.

• Bachelor's Degree in Systems Engineering, Computer Science, Information Systems, or a related technical field and at least 8 years of relevant experience. Additional experience may be substituted for a degree.
• At least 5 (five) years of experience providing direct customer support.
• At least 5 (five) years of experience providing direct enterprise-level monitoring, including identifying, tracking, and resolving issues.
• At least 3 (three) years of experience providing Tier 1 and Tier 2 technical support for network and virtual infrastructures.
• Experience creating and maintaining IT systems and/or network documentation.
• Experience conducting root cause analysis for complex IT systems and/or network faults.
• Must possess strong analytical skills, excellent written and verbal communication skills, and must have the ability to make sound troubleshooting decisions under pressing circumstances.
• Must have the ability to work effectively both independently and within a team.
• Must have the ability to learn quickly and be willing to continuously update technical skills.

• Experience managing system outages, including identifying and coordinating optimal outage windows, coordinating and communicating with large user and stakeholder bases, publishing and propagating status, developing and disseminating contingency plans, communicating with program and customer leads, etc.).
• Experience with server OS, such as Windows Server 2003, 2008 and Unix.