IT&C Service Delivery Analyst

The ASC IT&C (Information Technology and Communications) Senior Service Delivery Analyst supports the United States Antarctica Program (USAP) IT&C services and appropriately responds to the time-sensitive need of Leidos/Antarctica Support Contract (ASC), National Science Foundation (NSF), and partner agencies staff. The successful candidate will provide the highest level of technical support for the IT&C Enterprise Service Desk located at the Centennial office in Denver, Colorado.

Customer service is key to this position. You will provide on-site and remote technical assistance to ASC teammates by managing work orders, creating operating metric reports, and SOP management. Typical duties involve managing work orders, providing customer service, troubleshooting endpoint hardware, and staying compliant with the USAP Standard Operating Procedures (SOPs).

This position requires on site work at our Centennial office in Denver, Colorado.

Deployment to Antarctica may be necessary at the discretion of management (approximately 3 to 8 weeks/year). The candidate in the position must complete the physical and dental examinations required by the NSF for deploying to Antarctica.

Due to contract requirements, US Citizenship is required. Must obtain a Public Trust security clearance prior to start date. This process could take up to 4 months.

Leidos Antarctic Support Contract (ASC) is the prime contractor to the National Science Foundation (NSF) in support of the United States Antarctic Program (USAP). Leidos supports the NSF’s Office of Polar Program’s Antarctic Infrastructure and Logistics by aligning with their Mission and Vision Statements:

• Vision: Expanding our scientific reach in Antarctica through increased operational and logistical effectiveness.
• Mission: To provide the operational and logistical platform necessary for the U.S. to conduct world‑class science in Antarctica and maintain its active and influential presence on the continent.

• Act as the first point of contact for technical issues, providing initial troubleshooting for hardware, software, and connectivity problems via phone, email, and remote tools.
• Work schedule as identified by the ASC Service Management Supervisor.
• Log, track, and resolve all service requests in the ticketing system, ensuring timely updates and closure.
• Prioritize and manage daily work orders, documenting resolutions in accordance with established procedures.
• Deliver IT&C services in alignment with Service Level Agreements (SLAs).
• Provide hands‑on support for desktops, laptops, smartphones, and standard MS Windows applications.
• Perform hardware/software installation, configuration, and lifecycle management, including HP laptop replacement scheduling.
• Support collaboration tools, password resets, email, directories, and network connectivity.
• Conduct advanced troubleshooting for computer and network issues, coordinating with other IT teams when necessary.
• Manage network and physical access controls, asset management processes, and annual access reviews.
• Oversee participant onboarding, off‑boarding, and status changes to ensure compliance with NIST security controls.
• Act as a subject‑matter expert during OIG federal security audits, producing required evidence and documentation.
• Assist with Config Mgr patch management for weekly CISA updates.
• Must be customer focused with the ability to provide white‑glove treatment to our customers.
• Must have a sense of urgency to address and resolve issues with remote tools, email, and phone.
• Develop and maintain Service Desk Standard Operating Procedures (SOPs); provide input for SOPs managed by other IT teams.
• Collaborate with IT&C/ASC partners and other USAP stations to help meet seasonal objectives.
• Respond to work orders to resolve IT&C service issues and events, create, monitor, and document work order resolution for internal customers, NSF, and other government agencies.
• Provide technical support using collaboration tools in the areas of password resets, e‑mail, directories, standard MS Windows desktop applications, smartphones, and network connectivity.
• Provide personal computer support…