Tier 2 Hardware System Administrator (Shift, TS/SCI with Poly)

About the role

The Multi-Domain Solutions Group at Leidos is hiring a Shift Tier 2 Hardware System Administrator for its Incident and Service Request Response Team, supporting a client in Alice Springs, Australia. The role handles service requests and problems reported by customers and escalated from Tier 1, in a collaborative environment with teammates, stakeholders and the Government customer to support 24x7 operations. An active TS/SCI with polygraph clearance and the ability to pass US Government medical and psychological exams is required.

Key responsibilities

• Communicate with customers and technical components to understand incidents, service requests or problems.
• Research problems using internal and external knowledge databases.
• Perform hardware troubleshooting, repair, replacement and incident resolution.
• Ensure performance meets established Performance Requirement Standards.
• Facilitate technical communication between operations and development staff.
• Distribute defect reports and system data collected during anomaly investigations.
• Plan and coordinate maintenance, perform upgrades and support the transition and acceptance of new and modified systems.
• Analyze customer problems, implement corrective action and return systems to service in the field.
• Assist with property and asset management.
• Monitor, review, update and dispose of ServiceNow/HelpNow tickets according to performance standards.

Required profile

• Active TS/SCI with polygraph clearance; BA degree with 4-8 years of relevant experience, or a Master's with 2-6 years, or equivalent years of experience.
• Security+ certification.
• Ability to lift 30 pounds of equipment.
• Preferred: working knowledge of ServiceNow/HelpNow, shift work experience, and experience working with system users and customers.

Required skills

• Computer hardware and system troubleshooting.
• System administration.
• Problem analysis and innovative solutions to complex problems.
• Ability to work in a fast-paced, collaborative team environment.