Leidos is seeking a Secret Cleared experienced and motivated Service Desk Technician that enjoys working in a dynamic fast-paced environment to support the ELITE Contract (Awaiting award) in Djibouti, Africa.   

This funded program provides critical Communications and Information Technology Services to support Combined Joint Task Force - Horn of Africa (CJTF HOA/AFRICOM) and associated staff elements and organizations.  It provides our war fighters support in their mission to keep threats and vulnerabilities as low as possible by ensuring their computer network is stable, undisrupted, secure and will require OCONUS travel.

PRIMARY RESPONSIBILITIES:

The Service Desk Technician will be responsible for supporting systems, users and applications on a geographically dispersed Windows 10 Enterprise network. Troubleshoot and resolve complex issues and work

with other teams to identify root cause and required remediation actions. Develop standards and procedures that provide for efficient operation of the infrastructure services and systems. Create and maintain systems documentation and SOPs.  Responsible for thorough documentation for all desktop solutions and troubleshooting instructions in the Knowledge Databases. Ensure proper monitoring of systems or support requests is implemented for optimal uptime, customer service, and support. Actively monitor and report on systems to track achievement of Critical Success Factors (CSF).  Monitor to ensure tickets are addressed within identified CSFs and in alignment with ITIL best practices.

Candidates need excellent problem-solving and customer service skills, as well as extensive experience with desktop hardware, software applications, operating systems and network connectivity.  They must be customer

service-oriented and proactive in anticipating and resolving problems while maximizing efficient use of resources.

More About the Role:

The successful candidate must be able to communicate clearly and succinctly both written and orally, have strong leadership skills, and present products and ideas in a business-like manner.  The candidate will be required to work

in dynamic fast paced environments that require team interaction and coordination of efforts.  The candidate must be experienced in interfacing with both client managers and system users.

You'll Bring These Qualifications:

• Currently hold an adjudicated Secret Clearance and be able to maintain

• BA/BS + 5 years recent specialized or AA/AS +7 years recent specialized or a major cert + 9 years recent specialized or 11 years of recent specialized experience

• Microsoft Certified Solutions Associate MCSA

• DOD 8570 IAT2 compliance (CompTIA Security +, equal or greater)

Familiarization with the following is highly recommended;

• Gfud – (Global Federate Unified directory)

• Mim – (Microsoft Identity Management System)

• Active directory

• Win 10

• Depot

These Qualifications Would be Nice to Have:

• 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

• Experience working with and supporting Cisco Routers and Switches

• Experience with DoD IT security requirements

CITS3

Leidos is seek a Field Service Technician to join our SES team. The Security Enterprise Solutions (SES) Operation is the cornerstone of Leidos’ comprehensive suite of fully-integrated security solutions for aviation, ports, borders, and critical infrastructure customers around the world. With our new, combined portfolio, our operation has more than 24,000 products deployed across 120 countries. Leveraging this portfolio, our core technical strengths, and robust R&D initiatives, we are positioned to address emerging and evolving threats through rapid development of innovative solutions for our global customers. Travel to various customer sites domestically and internationally as required.

SES is comprised of three divisions to align with our customers’ missions and needs:

• Aviation Solutions

• Ports & Borders

• Global Services

The Senior Field Service Technician must be an example for others to follow. 

SPECIFIC DUTIES, ACTIVITIES AND RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO:

• Must be able to respond to emergency and non-scheduled calls for service on a daily basis within established response time goals.

• Possesses a high level of technical knowledge on the company’s Trace, X-Ray and Multiplexing technologies.

• Mentors lower level FSTs in order to improve their skill and knowledge of the equipment to include on the job training (OJT).

• Responsible for meeting daily service repair needs and driving customer satisfaction at assigned sites / locations.

• Working in a customer environment with systems operated in a 24/7 environment which require immediate response times (either while on-shift or after hours on-call) and driving long distances to sites. 

• Foster positive customer relations and a high degree of customer satisfaction by communicating effectively with customers.

• When needed, act as a liaison between the customer and other departments/functions with in the company.

• May be called upon to work on equipment that has little or no documentation or training.

• Completes all scheduled maintenance within required deadlines

• Reviews all logs and maintenance tracking systems for open issues and prepares formal reports to customers as necessary.

• Participates in Service Sales opportunities and assists with promoting and implementing revenue programs.

• Assesses product/equipment performance based on field support data; recommends modifications or improvements.

• Seeks to provide technical support to customers and other service professionals as required.

• May participate in site surveys, pilot program service activities, attend meetings, champion special projects and prepare exclusive reports.

• Ability to read and follow electrical/mechanical schematics to assist in isolating fault to root cause component/assembly. Cross trains on products serviced in the field, and displays high proficiency in servicing 

• Exercises every available measure to control and minimize costs while maximizing revenue.

• Travel, overtime and work hours other than Monday-Friday may be required.

• May be expected to assist in the preparation of operator and maintenance documentation, training, and may provide training to others as an instructor. 

• Other duties as required.

POSITION REQUIREMENTS:

• Associate’s Degree/Related Trade Certification (electrical, electronic, mechanical)/Military Training (electrical, mechanical, electronics).  (Equivalence achieved through comparative work and life experience of 1-3 years is acceptable work experience in a related electrical or mechanical field service role).  Computer literacy; competency in use of all programs within MS Office Suite and aptitude for learning specialized software programs.
• Preferably including certification in networking or systems integration (A+, CCNA, or similar)
• Computer literacy; competency in use of all programs within MS Office Suite and aptitude for learning specialized software programs.
• Minimum of 2+ years experience directly involved in troubleshooting and field repair of advanced/integrated electrical and electronic systems and equipment               
• Individuals shall possess excellent communications skills and have a strong orientation for customer focus and teamwork.  Must be responsive to all customer issues at all times.  Must be willing & able to travel at short notice.
• While direct supervision is not the primary responsibility of this position, there will be instances where supervision of others on a project basis may be required. Must be capable of leading small (4-6 members) cross functional teams of similar roles.
• Must be able to pass an in depth background check (TSA eQIP).

PHYSICAL/MENTAL REQUIREMENTS:

• Possess excellent organizational, communication, interpersonal skills with the ability to multi task several projects at once.

• Excellent customer service skills and the ability to handle stressful situations.

• Self-motivated, reliable, and accountable individual

• Must be able to lift/carry 50 lbs.

• Must be able to push/pull 200 lbs.

• Must be able to move/ manipulate equipment weighing up to 1000 lbs. with the assistance of carts, hoists, davit cranes, pallet jacks or other devices as defined in the manuals and Technical Advisory documentation.

• Job requires frequent bending, stooping, twisting, turning, and working in unusual positions requiring full body mobility.

• Must be able to work safely and follow safety precautions in extreme environments (temperature, humidity, noise, confined spaces, etc.) around dangerous industrial equipment.

• Must be willing to work on-call and off-shift as assigned and requested by district manager. 

• Must be willing to work emergency support as needed and perform on-call responsibilities per specified schedule or as otherwise prescribed by district manager.

WORK ENVIRONMENT:

• Work environment is typically considered to be off-site, wherever the customer of concern is located.  Service will typically be rendered at airports, correctional facilities, courthouses, cruise ships or other locations as required.  Typical travel requirement is between up to 75% to support field service activities and customer relationships

Preferred Qualifications:

• BS degree in related field (industrial, electrical, electronic, mechanical).  Equivalence achieved through comparative work and life experience is acceptable (8 years work experience in a related electrical or mechanical field service role).