Service Desk Support Specialist

Description

Looking for an opportunity to make an impact?

The Digital Modernization Sector has an exciting career opportunity for a Platform Systems Engineer – Architect in El Segundo, CA to support the US Space Force’s Space Systems Command (SSC), Operational Command and Control Acquisition Delta, known as Kobayashi Maru. This role is instrumental in providing customer-facing support for direct support personnel. This support shall include providing and maintaining a workflow for onboarding teams or external software application teams into all Platform host Environments.

• UNFUNDED/CONTINGENT UPON AWARD***
  
  

WHAT SETS YOU APART (basic Qualifications)

• US Citizen and Possession of a current Active DoD Secret clearance.
• BS degree plus 4-8 years of relevant experience
• Certification: Active DoD 8570 IAT Level II or higher certification (e.g., Security CE, CASP, or equivalent).
• Strong experience in customer support, preferably in a technical service desk or IT support environment.
• Familiarity with Identity and Access Management (IdAM) systems, user permissions, and access protocols.
• Knowledge of Platform as a Service (PaaS) environments and related technologies.
• Excellent communication skills, both written and verbal, with the ability to clearly explain technical concepts to non-technical users.
• Strong problem-solving skills and the ability to work effectively under pressure in a dynamic, fast-paced environment.
• Ability to work independently and as part of a team.
• Proficient with ticketing systems, remote support tools, and documentation platforms.
• Previous experience in supporting cloud-based infrastructure and virtualized environments.
  
  

Your Resume Must Demonstrate The Following Experience

• Identity and Access Management (IdAM): Specific mention of experience using IdAM tools for managing user access, roles, and permissions.
• Familiarity with platforms like AWS, Microsoft Azure, VMware, or similar cloud services.
• Security and Permissions Management: Demonstrate understanding of security best practices in cloud environments, including user access control, security groups, and role-based access.
• Service Desk Tools & Ticketing Systems: Familiarity with tools like ServiceNow, Jira, or similar systems for tracking issues, ticketing, and service requests.
• Technical Troubleshooting: Proven ability to diagnose and resolve technical issues efficiently, particularly in cloud environments or IT infrastructures.
• Customer Interaction: Experience in working with customers to identify and resolve service-related issues, particularly in technical or IT-focused environments.
• Issue Resolution: Proven track record of quickly diagnosing and resolving issues, with examples of escalating or involving higher-level technical teams when necessary.
• User Onboarding/Training: Experience with onboarding new users or personnel, setting up accounts, and managing permissions and accesses to systems and tools.
• Root Cause Analysis: Provide examples of identifying the underlying causes of issues and implementing corrective actions to ensure long-term solutions.
• Proactive Support: Evidence of anticipating and preventing issues through proactive monitoring or addressing recurring problems.
• Effective Communication: Clear, concise communication skills, both written and verbal, particularly in explaining complex technical concepts to non-technical users.
• Customer Service Focus: Demonstrated commitment to customer satisfaction through timely issue resolution and maintaining positive client relationships.
• Team Collaboration: Experience working as part of a team to deliver high-quality support and solutions to end users, while also working independently when necessary.
  
  

Preferred Qualifications, Not Required.

• A recognized certification in cybersecurity that demonstrates advanced expertise in security management such as Certified Information Systems Security Professional (CISSP).
• AWS Certified Administrator or Professional; Microsoft Certified: Azure Administrator: cloud certifications showing in-depth knowledge and experience.
• ITIL Foundation Certification: Understanding of ITIL frameworks for service management, particularly helpful in ensuring efficient and effective service delivery within the ITSM (IT Service Management) environment.
• UNFUNDED/CONTINGENT UPON AWARD***
  
  

Original Posting Date

2025-01-24

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

Pay Range $80,600.00 - $145,700.00

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.

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