Executive Support Analyst

Leidos • Camp Springs, MD

2d • $65,650 - $118,675

About The Position

Leidos is looking for an Executive Support Analyst to support the Air Force National Capital Region Information Technology Services (AFNCR ITS) program, headquartered at Joint Base Andrews. Active Secret Clearance required to be considered. AFNCR ITS is an IT Services program supporting several customers within the Department of Air Force (DAF). The program provides a range of IT services, including service desk, walk-up services, Windows deskside support, computer networking and defense, Windows workstation support and maintenance, managed print services, ITSM, Active Directory services, network engineering and administration, video conferencing, among others. This position will be part of an Executive Support team focused on providing direct IT support to the Senior Leadership Offices and key decision-makers within the Air Force District of Washington (AFDW). Due to the critical importance of the work done in these offices, timely and professional response to all incidents and service requests must be achieved. Our staff are expected to be able to operate in spaces with senior-level government staff acting with the appropriate level of decorum, customer experience skill, and clear and concise professional communication. Please note that this “white glove” service may sometimes require after-hours support to be provided. As a result of the work that our customers do and the pressures of the work they perform, our staff are often asked to provide care with limited visibility into the issues ahead of time. We expect team members to be flexible and able to adjust rapidly, with the strong technical skills needed to identify and resolve issues with limited reach back assistance. If this sounds like the kind of environment where you can thrive, keep reading! The types of work a candidate for these positions should expect to perform include but aren’t limited to the following: Deskside support for senior-level staff dispatched from the Service Desk or via direct contact from Senior Leadership Offices, including residential small-office/home-office (SOHO) spaces. Troubleshooting support for hardware, software, printers/peripherals, networking, and mobile devices Configuration and deployment of equipment Utilizing scripting and automation, under the supervision of senior/engineering staff to facilitate requests from the customer as needed Problem solving and Root Cause analysis to identify not just the immediate fix but the underlying cause Serving as the liaison for any peer party coordination for residential access, while being able to facilitate external support serving as the principal point of contact within Joint Base Andrews (JBA to ensure prompt resolution All work for the team will be tracked in a ticketing system. The ticketing system will be utilized to provide visibility and trend analysis for issues impacting senior leadership staff, as well as to track performance with negotiated service level agreements and to measure the effectiveness of the staff. Staff members are responsible for always keeping tickets up to date. The technology in use at the Department includes Windows 11 laptops and desktops, Microsoft Office tools, email and collaboration using Office 365, and other typical tools. Experience working on and resolving issues with this type of office IT environment is a must!

Requirements

• BS with 2+ years of prior relevant experience or an equivalent combination of relevant experience and/or education.
• Extensive knowledge of mobile device (e.g. iPhones) support
• Extensive Office 360 knowledge
• Possession of impeccable behavioral skills
• Previous experience providing IT support to high-level executives and VIPs
• Proven experience providing IT support in a Department of Defense PKI-integrated office environment
• Demonstrated Customer service-focused attitude
• Excellent written and verbal communication skills
• Use of an ITSM ticketing system
• Extensive experience supporting AFDW Platinum customers
• Extensive experience and background supporting mobile devices (e.g. iPhones, computing devices, mobile hotspots, etc…) across unclassified and classified enclaves
• Current Secret clearance, and ability to maintain a Secret clearance
• Security+ Certification
• US Citizenship

Responsibilities

• Deskside support for senior-level staff dispatched from the Service Desk or via direct contact from Senior Leadership Offices, including residential small-office/home-office (SOHO) spaces.
• Troubleshooting support for hardware, software, printers/peripherals, networking, and mobile devices
• Configuration and deployment of equipment
• Utilizing scripting and automation, under the supervision of senior/engineering staff to facilitate requests from the customer as needed
• Problem solving and Root Cause analysis to identify not just the immediate fix but the underlying cause
• Serving as the liaison for any peer party coordination for residential access, while being able to facilitate external support serving as the principal point of contact within Joint Base Andrews (JBA to ensure prompt resolution
• All work for the team will be tracked in a ticketing system.
• Staff members are responsible for always keeping tickets up to date.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level