NASA Center User Support Incident Lead

Description

Leidos currently has an opening for a NASA Center User Support Incident Lead to work at Langley Research Center. This is an exciting opportunity to use your experience helping the NASA NEST mission.

Responsibilities:

• Resolve IT incidents and assign incidents to other PC support technicians.
• Serve as subject matter expert on PC related incidents for Windows, Mac, and RHEL systems.
• Mentor and assist PC incident technicians.
• Exude complete professionalism dealing with end users and co-workers.
• Collaborate with center Service Delivery Lead, Logistics Lead, and Center Operations Manager on process improvement, knowledge, and documentation.
• Provide on-site support for Incident PC technicians on scheduling, personnel issues, performance counseling, and quality assurance.

• Reports to agency Incident Manager
• Other duties as assigned.

Basic Qualifications:

• Experience working with ServiceNow.
• Knowledge of ITIL Incident Management processes
• Excellent communication skills; must be experienced in providing verbal as well as written communication and collaboration with all levels of the organization.

Preferred Qualifications

• IT certifications
• Previous NEST Experience
• Bachelor's Degree from an accredited college or university or equivalent experience

Original Posting Date:

2025-01-16
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 $46,800.00 - $84,600.00

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.