Description
The Leidos Digital Sector is seeking a Homeland Enterprise Information Technology Secure Services and Support (HEITS) Specialist to support the continued operations, maintenance, and evolution of the Homeland Secure Data Network (HSDN) and the Classified Local Area Network (C-LAN).
The selected individual will be responsible for providing monitoring of customer network data, applications, and operational architecture through a 24/7 Operating Center environment to ensure Service Level Agreements are met.
Key responsibilities include:
- Working with Telco providers, LECs, and customers in troubleshooting circuit and data issues
- Answering queries by telephone and e-mail in support of customer hardware, software, network, and telecommunication systems and execution of network procedures
- Providing operational support for all network components and conducting problem determinations, escalations, and providing problem resolution
- Monitoring, installation, modification, testing, and servicing of network equipment
- Maintaining continuous availability in the customer call queue throughout each scheduled shift, promptly and efficiently resolving customer inquiries and issues in accordance with established service standards
- Providing peer support and on-the-job coaching by answering process questions, sharing best practices, and helping colleagues build the knowledge needed to perform their duties effectively
- Resolving networking/customer-related concerns and issues
- Supporting engineers in troubleshooting network instability
- Communicating to customers and Leidos leadership of any impact to operational continuity
- Possessing a comprehensive understanding of network and device relationships
- Conducting scheduled monitoring of NVC reports, applications, and data flows; preparing timely status reports; and promptly escalating exceptions, delays, or system issues through established channels
- Ability to effectively balance priorities and customer needs during periods of outages or moments of degradation of services
Basic Qualifications:
- 3+ years of experience working with networks and performing Network Administration/Troubleshooting
- Familiarity with Windows Systems administration tools and processes
- Knowledge in coordinating problem resolution and working across IT functional areas
- Proven ability to manage multiple tasks/events simultaneously and deliver on time
Preferred Qualifications:
- DHS Experience
- Networking Certification
- Microsoft Certification
- Security+
- CCNA
- Bachelors degree from an accredited college in a related discipline, or equivalent experience/combined education with 2 years of professional experience
- DHS EOD
- Security Vetting for up to TS/SCI