Support Service Specialist

Description

Support services specialist is responsible for providing support to IT operations for a Leidos prime contract. This includes processing change request, performing metrics and analyses, processing account request forms, processing approvals, and managing email traffic through all relevant parties and stakeholders. This role requires extensive documentation, communication skills, and attention to detail.

Primary Responsibilities

Primary tasks required: Become an integral part of the support services team. This includes tasks that include but are not limited to:

• Homeland Connection Approval Office (HCAO): Create user accounts in active directory. Maintain user account with accurate data. Deactivate user accounts as needed. Implement and manage account permissions to ensure users have appropriate access levels. Process account creation and reactivation request by thoroughly vetting the form and shepherding the form through approvers and stakeholders. Collaborate with various teams to establish and enforce DHS policies, procedures, and best practices. Participate in audits and review of active directory to identify potential risks. Maintain up-to-date documentation for HCAO processes and procedures. Process account creation forms and approvals. Manage a shared mailbox with team members to address questions and concerns from the user community.

• Change Management (CM): Receive and process draft Change Requests (CRs) from HEITS Engineers and Project Managers. Collaborate with sending teams or individuals to finalize CRs per standards that are established by System Owners, Security, and Classified Infrastructure Change Control Board (C-ICCB) policies. Submit CRs to the appropriate Security teams for review and assist in mitigating any discrepancy or additional details required by Security teams. Submit CRs to the C-ICCB for review and mitigate any findings identified by C-ICCB. Input and submit required documentation and approval verification into appropriate ticketing system, working the CR through the ticketing system workflow until closed. Provide for weekly, monthly, and ad hoc metrics and/or reporting as requested by System Owners, HEITS, Security, and C-ICCB teams. Submit and process Emergency Break Fix (EBFs), Emergency Change Request (ECRs), and extension request as needed. Audit and verify task are completed as outlined in change request documentation. Maintenance, support, and sustainment of applicable databases.

• Additional tasks that could be assigned include: HEITS Business Request team daily tasks. Update BR tracking and coordinate with BR stakeholders. Assist in Remedy and SNOW admin request.

Clearance Required: Top Secret/SCI Clearance.

Basic Qualifications

• Requires 2 years of prior, relevant experience.

• Exceptional proficiency with Microsoft Office products.

• Ability to work directly with customers, engineers, and project managers.

• Ability to communicate professionally in both oral and written communications.

• Ability to meet weekly deadlines, be organized, and detail oriented.

• Ability to be flexible to frequently changing deadlines and policies.

• Ability to adapt to different tasks.

• Attention to detail and able to perform metric analyses.

Preferred Qualifications

• Previous experience in information technology.

• Experience in utilizing Active Directory.

• Prior experience with Remedy / Service Now / SharePoint

• Excellent communication and problem-solving skills.

Original Posting Date:

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:

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.