Customer Support Representative

Description

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The Digital Modernization Sector has a career opportunity for a Customer Support Representative supporting the Global Solutions Management – Operations II (GSM-O II) contract at DISA. This contract includes the Operations, Sustainment, Maintenance, Repair, and Defense of the Defense Information System Network (DISN) within the DOD Information Network (DODIN) in support of the Defense Information Systems Agency (DISA). It also includes support to other key tasks for DISA, including the transformation of DISA’s operational mission through innovation, and support to DISA’s mission partners.

Candidate must be able to be on site at Fort Meade, Scott AFB, or Hill AFB daily. At a minimum, a Secret clearance is required upon the start of employment and employee must have their Security certification.

The Customer Support Representative is responsible for working within a fast paced, agile environment to support the onboarding and offboarding of employees, Authorized Service Interruption (ASI) scheduling, record management for the team, ITSM and Jira ticket management, OSS SIPR support, and assistance with SharePoint. This position will work directly with the management team to support and ensure tasks are accomplished in a timely manner. The Customer Support Representative will oversee all aspects of the new hire process to ensure things are streamlined and documented for the JMT, Complex Tools, and potentially the greater Innovations team under GSM-O II. The Customer Support Representative will incorporate goals and long-term strategic planning, as well as the individual tactical steps employed to help reach those project and team goals.

Primary Responsibilities

The successful candidate primary responsibility will:

• On-boarding and Off-boarding: Skilled in coordinating, documenting and managing processes for employee lifecycle, including provisioning and deprovisioning access and equipment
• ASI Scheduling: Experienced in scheduling and managing Authorized Service Interruptions (ASI) to ensure minimal operational disruptions
• Records Management: Proficient in maintaining accurate and secure records, ensuring compliance with organizational and regulatory requirements
• ITSM and Jira Ticket Management: Adept at managing, monitoring, and updating IT Service Management (ITSM) systems and tracking workflows through Jira for efficient issue resolution and project management
• OSS SIPR Support: Experienced in supporting operations by working with teammates to obtain Secret Internet Protocol Router Network (SIPRNet) access and acts as the liaison with the development team should there be an issue with the SIPRNet
• SharePoint Updates: Capable of managing and updating SharePoint sites, including content organization and user permissions
• Collaborate with scrum teams, managers and stakeholders on a consistent basis
• Have excellent analysis, communication and problem-solving skills, taking ownership of complex incidents ensuring these are resolved to the satisfaction of the team and/or customer.
• Lead and coach other team members on all facets of the position and help resolve process issues quickly
• Assist in defining and designing processes to streamline project tasks and ensure management has the latest status information on a consistent basis
• Collaborate with colleagues to monitor and report technical and non-technical variances; facilitating resolution of issues that adversely impact successful product delivery.
• Quickly adapt to project and customer dynamic environment and adopt their processes and foster innovative ideas
• Ask questions & raise concerns as soon as possible without being prompted
• Employ exceptional problem-solving skills

Basic Qualifications

• Requires a US Citizenship.
• Must hold an active DoD Secret clearance.
• Must be able to commute to Scott AFB, IL, Ft. Meade, MD, or Ogden, UT for full time on-site support
• Hold and active security certification that meets DOD 8570 IAT level II or higher, such as Security
• Bachelor’s Degree with 4 – 8 years of relevant experience or a master’s with 2-6 years of prior relevant experience. Additional years of work experience in lieu of degree is acceptable.
• Experience in On-boarding and Off-boarding candidates
• Experience identifying and tracking related project task dependencies, risks & possible mitigations.
• Experience estimating level of effort (hrs./days/resources) to feed a projected project schedule.
• Experience working with a highly technical team and in a dynamic, fast-paced environment.
• Experience with SharePoint and ITSM
• Strong written and verbal communication skills are required to collaborate with teammates, management, and customer representatives
• Candidate to be able to work with strict deadlines.
• Ability to work well/collaborate with people from many different disciplines with varying degrees of technical experience.
• High attention to detail and accuracy.
• Ability to manage multiple tasks simultaneously.
• Excellent organizational and task management skills.
• Strong written and verbal communication skills.
• Possesses strong critical thinking by being able to quickly analyze issues and implementing solutions

Preferred Qualifications

• Exposure to ServiceNow applications like Telecommunication Management System (TSM), Telecommunications Network Inventory (TNI), Order Management Telecommunications (OMT) modules, etc.
• Possesses prior experience working with DISA projects and Government contracted resources
• Experience with JIRA, Git and Confluence.
• Understanding of ITIL foundation or ITIL certified.
• AWS cloud and ASI scheduling
• Strong Microsoft Office suite software proficiency (i.e., Word, Excel, PowerPoint, Outlook)
• Experience with conflict resolution to be able to manage and resolve workplace issues diplomatically.
• Strong customer service and interpersonal skills to address client and employee concerns.
• Willingness to continually learn with a willingness to learn new tools, systems, and industry best practices.

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.