Computer User Support Analyst

Leidos will support the Academy Learning Branch group in the form of comprehensive web and mobile development, system and database administration, eLearning content development and integration, system information security, and User Support services for the FAA Academy Distance Learning Branch (AMA-024)
Primary Responsibilities

• Provide support to respond to user inquiries, requests, and technical issues via phone, email, or in person. This can include problems related to hardware, software, network connectivity, and other IT-related concerns.
• Provide support to identify the root cause of technical issues and provide timely resolutions or workarounds to minimize user downtime.
• Provide support to assist users with the installation, setup, and configuration of software applications on their computers or mobile devices.
• Provide support to help users with password resets, account lockouts, and user account management tasks.
• Provide support to use remote access tools to help users who are in different physical locations.
• Provide support to assist with software updates, patches, and security fixes to keep systems up-to-date and secure.
• Provide support to conduct training sessions and create user guides to help users understand how to use software applications and IT resources effectively.
• Provide support to maintain documentation of systems, tools, guides, and common technical issues and their resolutions for future reference.
• Provide support to track and manage IT assets, such as computers, mobile devices, and software licenses.
• Provide support to escalate complex technical issues to higher-level support teams or management when necessary.
• Provide support to educate users about security best practices and potential cybersecurity risks.
• Provide support to collaborate with other IT teams, such as network administrators, system administrators, software developers, and security analysts, to resolve complex technical problems.
• Provide support to monitor help desk ticketing systems, track response times, and generate reports on support activities and performance.
• Provide excellent customer service and ensure a positive user experience when dealing with technical issues.

Basic Qualifications

• Bachelor's degree with a minimum of 8 years of work experience or additional work experience in lieu of education
• Demonstrated history of application service desk support
• Demonstrated history of customer service support at Tier 2 or above.

Preferred Qualifications

• Master's degree with at least 2 years of experience
• Demonstrated history of Tier 3 application support

Pay Range:
Pay Range $75,400.00 - $136,300.00
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.