Leidos Computer Technical Support Analyst in Chamblee, Georgia

Basic Qualifications

•Help Desk

•Cisco CVP

•Contact Center Platform Monitoring

o Event Management

o Incident Management

oProblem Management

•Data Analysis and Trending

Job Description

Technical administrator who provides operational support and monitoring of the Cisco CVP and ICM systems within the Contact Center Environment and collaborates with business owners to identify and resolve issues within the environment.

Tasks include:

•Contact Center Platform Monitoring

o Event Management

o Incident Management

oProblem Management

•Provide Onsite Support

•Submission of Enterprise Status Report (Morning\Afternoon)

•Incident Management Collaboration with CCSD Vendors

•Coordinate Vendor Onsite Maintenance

•Trunk Capacity Validation on Enterprise ACDs

•Coordinate Contact Center Power Outages

•Schedule Contact Center Platform Maintenance

•Provide Weekly CCSD Dashboard Performance Metric Reports

•Filing Season Readiness

oInventory Validation

•Reset Contact Center Application Passwords

•Manage Contact Center Application User Accounts

•ICM and ACD Agent Change Requests

•Data Analysis and Trending

•Contact Center Performance Metric Reporting

•Call Detail Research via Queries to the ICM

•Provide Daily Status at Standup Meetings

•Perform Daily Platform Health Check

•Trace Calls on the Contact Recording Platform

•Develop and Maintain Monitoring Room Standard Operating procedures


Leidos is a global leader in the integration and application of information, technology and systems working to solve the world’s toughest challenges in the civil, health, defense, intelligence and homeland security markets. The company’s 33,000 diverse employees support vital missions for government and commercial customers in 30 countries. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $10 billion for the fiscal year ended January 1, 2016 after giving effect to the recently completed combination of Leidos with Lockheed Martin's Information Systems & Global Solutions business (IS&GS). For more information, visit www.Leidos.com. The company’s diverse employees support vital missions for government and commercial customers. Qualified women, minorities, individuals with disabilities and protected veterans are encouraged to apply. Leidos is an Equal Opportunity Employer.

Job Location(s): Chamblee Georgia