Desktop Support Technician

Leidos; Norfolk (VA); On-site; USD 33,000 - 36,000; Full time

Job summary

Leidos is seeking a Mid-level Desktop Support Technician to support a government site in Norfolk, VA. You will provide direct desk-side IT support, troubleshoot devices, and manage tickets to meet SLAs.

The role requires US citizenship, an active DoD Secret Clearance, and proficiency with Windows 10 and service-management tools such as Remedy or HP Service Manager. You will be part of the Field Services team ensuring reliable IT operations.

Qualifications

• HS diploma with 4+ years of prior relevant experience; certifications may substitute.
• US Citizen with an active DoD Secret Clearance.
• DoD 8570 IAT Level II: Security+ or higher.
• Experience in IT Enterprise Operations.
• Experience with Microsoft Windows OS, version 10.
• Experience with HP Service Manager, Remedy, or similar Service/Help Desk software.
• Basic network troubleshooting skills.
• Excellent customer service and communication skills.

Responsibilities

• Manage resolution of customer tickets according to SLRs.
• Ensure proper ticket-handling according to guidelines.
• Troubleshoot and resolve user computer issues (hardware and software).
• Ensure tasks are completed within the set timeline.
• Troubleshoot and resolve local and networked devices (printers, etc.).
• Assist other technicians in resolving complex issues.

Education

HS diploma

Tools

HP Service Manager

Remedy

Job description

More About the Role

NGEN is the largest IT services program for the Navy. Under the Service Management, Integration, and Transport (SMIT) portion of NGEN, the Leidos team will deliver the core backbone of the Navy-Marine Corps Intranet, including cybersecurity services, network operations, service desk, and data transport. Ultimately, Leidos will support the Navy in unifying its shore-based networks and data management to improve capability and service while also saving significant dollars by focusing efforts under one enterprise network.

Description

At Leidos, we know the most talented and diverse IT and Engineering professionals will always have a multitude of career choices; your time at Leidos will be a wise investment in your career and in yourself.

Leidos is seeking a Mid-level Desktop Support Technician to support a government site in Norfolk, VA as one of the key members of the Field Services team. The candidate will be responsible for direct desk-side support to the customer, troubleshooting and repairing IT devices.

The work location for this position will be at a government site and will require the ability to:

• Lift and carry 50 lbs for up to a 100 feet at a time; must be able to lift 25 lbs vertically using ladders.
• Work in confined spaces, such as raised floors or communication closets; noisy environments, such as data centers and operations centers; and be able to stand or sit for 8 hours at a time.
• Utilize basic hand tools such as screwdrivers and wrenches while rack mounting active and passive equipment using small screws and brackets.
• Identify different colours of wires and cables; correctable vision to 20/20 or better so you can see objects and information displayed in schematics, test equipment, computer monitors and digital test equipment such as OTDR (optical time-domain reflectometer).
• Judge distance between objects to work safely on ladders and in confined spaces.
• Drive personal or corporate vehicle (depending on availability) to different locations to work on projects and troubleshoot; valid state license required.

What You'll Get To Do

• Manage the resolution of customer tickets according to established Service Level Requirements (SLRs).
• Ensure proper ticket-handling according to guidelines set in place.
• Properly troubleshoot and resolve user computer issues including hardware and software-related concerns.
• Ensure customer-related tasks are completed within the timeline set.
• Troubleshoot and resolve local and networked Multi-Function Devices, printers, and other hardware components.
• Assist other technicians in resolving complex issues.

You’ll Bring These Qualifications

• HS diploma with 4+ years of prior relevant experience, additional related education or certifications may be considered in lieu of experience
• Must be a US Citizen possess an active DoD Secret Clearance.
• Valid DoD 8570 IAT Level II: Security+ or higher Certification.
• Must demonstrated expertise in IT Enterprise Operations.
• Experience with Microsoft Windows OS, version 10.
• Experience with HP Service Manager, Remedy, or similar Service/Help Desk ticket management software.
• Basic network troubleshooting skills.
• Excellent customer service skills.
• Excellent oral and written communication skills.

These Qualifications Would Be Nice To Have

• Organized and detail-oriented.
• Strong leadership skills.
• Self-motivated/ self-directing.
• Strong collaboration, prioritization, and adaptability skills required. Relationship building.
• Ability to manage and prioritize own work, and that of their team.
• Independent decision making.
• Analytical thinking; thinking out of the box.
• Ability to effectively communicate with all organizational levels (SME to Senior Management).
• Ability to analyze problems at various levels (e.g. detail level, overall organizational impact, etc.

Pay Range: $24.00 - $26.50 hourly rate.

NGEN

If you’re looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo — because the mission demands it. We’re not hiring followers. We’re recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We’re already at step 30 — and moving faster than anyone else dares.

About Leidos

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com.

Pay And Benefits

Pay and benefits are fundamental to any career decision. That’s why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at www.leidos.com/careers/pay-benefits.

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.