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Leidos · 1 month ago

IT&C Service Delivery Analyst

Centennial, CO

Full-time

Onsite

Mid, Senior Level

$36.39/hr - $36.39/hr

4+ years exp

Leidos is a company supporting the United States Antarctic Program (USAP) and is seeking an IT&C Service Delivery Analyst. The role involves providing high-level technical support for the IT&C Enterprise Service Desk, managing work orders, and ensuring compliance with operational procedures while delivering excellent customer service.

ComputerGovernmentInformation ServicesInformation TechnologyNational SecuritySoftware

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Act as the first point of contact for technical issues, providing initial troubleshooting for hardware, software, and connectivity problems via phone, email, and remote tools

Work schedule as identified by the ASC Service Management Supervisor

Log, track, and resolve all service requests in the ticketing system, ensuring timely updates and closure

Prioritize and manage daily work orders, documenting resolutions in accordance with established procedures

Deliver IT&C services in alignment with Service Level Agreements (SLAs)

Provide hands-on support for desktops, laptops, smartphones, and standard MS Windows applications

Perform hardware/software installation, configuration, and lifecycle management, including HP laptop replacement scheduling

Support collaboration tools, password resets, email, directories, and network connectivity

Conduct advanced troubleshooting for computer and network issues, coordinating with other IT teams when necessary

Manage network and physical access controls, asset management processes, and annual access reviews

Oversee participant onboarding, offboarding, and status changes to ensure compliance with NIST security controls

Act as a subject matter expert during OIG federal security audits, producing required evidence and documentation

Assist with ConfigMgr patch management for weekly CISA updates

Manage network and physical access controls, asset management processes, and annual access reviews

Oversee participant onboarding, offboarding, and status changes to ensure compliance with NIST security controls

Act as a subject matter expert during OIG federal security audits, producing required evidence and documentation

Manage network and physical access controls, asset management processes, and annual access reviews

Oversee participant onboarding, offboarding, and status changes to ensure compliance with NIST security controls

Must be customer focused with the ability to provide white-glove treatment to our customers

Must have a sense of urgency to address and resolve issues with remote tools, email, and phone

Develop and maintain Service Desk Standard Operating Procedures (SOPs); provide input for SOPs managed by other IT teams

Collaborates with IT&C/ASC partners and other USAP stations to help meet seasonal objectives

Responds to work orders to resolve IT&C service issues and events, create, monitor, and document work order resolution for internal customers, NSF, and other government agencies

Provides technical support using collaboration tools in the areas of password resets, e-mail, directories, standard MS Windows desktop applications, smartphones, and network connectivity

Provides personal computer support problem analysis, and hardware/software installation and configuration

Interacts daily with customers to ensure productivity; provides individual feedback

Maintain audit trails and statistical records in compliance with USAP SOPs

Conduct higher levels of troubleshooting for computer and network issues and coordinate with other departments to facilitate actions

Creates a culture of collaboration and teamwork

Responsible for implementing and maintaining a safe workplace program and ensuring safety is the job site's highest priority

Handles confidential or sensitive matters in accordance with Leidos and program policies and guidelines

HP Hardware laptop support for lifecycle replacement, organizing and coordinating replacement schedules

Perform daily review of assigned work orders to prioritize tasking. Document resolution and close completed work orders

Contribute to continuous improvement initiatives by identifying opportunities to enhance service delivery

Performs other duties as required

Qualification

IT Service DeliveryTechnical SupportCustomer ServiceWindows 10/11 SupportITIL CertificationFISMA KnowledgeProblem AnalysisCommunication SkillsTime ManagementOrganizational SkillsTeam Collaboration