IT&C Service Delivery Analyst

The ASC IT&C (Information Technology and Communications) Senior Service Delivery Analyst supports the United States Antarctica Program (USAP) IT&C services and appropriately responds to the time-sensitive need of Leidos/Antarctica Support Contract (ASC) National Science Foundation (NSF) and partner agencies staff. The successful candidate will provide the highest level of technical support for the IT&C Enterprise Service Desk located at the Centennial office in Denver Colorado. Customer service is key to this will provide on-site and remote technical assistance to ASC teammates by managing work orders creating operating metric reports and SOP management. Typical duties involve managing work orders providing customer service troubleshooting endpoint hardware and staying compliant with the USAP Standard Operating Procedures (SOPs).

This position will provide the highest level of technical support for the IT&C Enterprise Service Desk located at the Centennial office in Denver Colorado. Customer service is key to this position. The candidate will provide on-site and remote technical assistance to ASC teammates by managing work orders creating operating metric reports and SOP management. Typical duties involve managing work orders providing customer service troubleshooting endpoint hardware and staying compliant with the USAP Standard Operating Procedures (SOPs) and FISMA cybersecurity requirements.

This position is covered by SCA guidelines. The minimum pay for this role will be at least $36.39 an hour.

This position requires on site work at our Centennial office in Denver Colorado.

*** Deployment to Antarctica may be necessary at the discretion of management (approximately 3 to 8 weeks/year). The candidate in the position must complete the physical and dental examinations required by the NSF for deploying to Antarctica. ***

Due to contract requirements US Citizenship is required. Must obtain a Public Trust security clearance prior to start date. This process could take up to 4 months.

About the Antarctic Support Contract:

Leidos Antarctic Support Contract (ASC) is the prime contractor to the National Science Foundation (NSF) in support of the United States Antarctic Program (USAP). Leidos supports the NSFs Office of Polar Programs Antarctic Infrastructure and Logistics by aligning with their Mission and Vision Statements:

• Vision: Expanding our scientific reach in Antarctica through increased operational and logistical effectiveness.

• Mission: To provide the operational and logistical platform necessary for the U.S. to conduct world-class science in Antarctica and maintain its active and influential presence on the continent.

Leidos ASC provides science and logistics support for approximately 150 science and technical events across three geographically remote research stations; McMurdo Station Palmer Station and South Pole Station and several deep field sites across Antarctica. Each station or field site supports world class research across multiple science disciplines. The planning and implementation of science support requirements in Antarctica is a critical part of our mission.

To learn more about the Leidos Antarctic Support contract click here.

Primary 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 sites 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.

What Sets You Apart:

• Bachelors degree in technology or a cybersecurity-related field.

• Excellent time management and work prioritization skills

• Minimum four (4) years of experience in working in IT Service delivery as a Tier Analyst.

• Industry experience working in a cross-functional matrixed team environment.

• Service-based mindset.

• Strong organizational and verbal/written communication skills required.

• Strong communication skills to coordinate with various USAP sites and participants.

• Service Management with an ITSM (Information Technology Service Management) tool.

• Knowledge Management documentation.

• Industry experience working in a cross-functional matrixed team environment.

You May Also Have:

• Power BI report generation.

• Process development and integration with Enterprise applications such as SharePoint and SQL Database Applications.

• ITIL certification.

• ConfigMgr patch management package development and deployment

• HP Hardware laptop support experience for laptops desktops and appliances.

• At least two years of experience with Windows 10/11 support and Microsoft 365.

• Basic PowerShell.

• Knowledge of FISMA the NIST Cybersecurity framework and federal cybersecurity requirements.

• Knowledge of how federal cybersecurity audits are conducted.

• Four years of technical support experience with computer systems and networks for a government network.

• Knowledge Management documentation.

• SharePoint List management experience.