Desktop Support Technician

Leidos; Washington, Arlington (District of Columbia, VA); On-site; USD 51,000 - 92,000; Full time

Job summary

Leidos is seeking a Mid-level Desktop Support Technician to support a government site in Washington, DC. You will provide direct desk-side assistance, troubleshoot hardware and software, and resolve customer tickets within SLAs.

The role requires lifting and carrying up to 50 lbs, working in confined spaces, and DoD clearance. Excellent customer service and teamwork are essential in a secure government environment in the nation’s capital.

Qualifications

• U.S. Citizen with DoD Secret Clearance.
• HS diploma with 4+ years of relevant IT experience.
• DoD 8570 IAT Level II: Security+ or higher.
• Experience with Windows 10 and service/help desk tools.
• Strong customer service and communication skills.

Responsibilities

• Manage resolution of customer tickets per SLAs.
• Handle tickets according to established guidelines.
• Troubleshoot and resolve hardware and software issues.
• Ensure tasks are completed within timelines.
• Troubleshoot local and networked MFDs, printers, hardware.
• Assist other technicians with complex issues.

Skills

Customer service

Oral and written communication

Network troubleshooting

Windows 10

Education

HS diploma with 4+ years of experience

DoD 8570 IAT Level II: Security+ or higher

Tools

HP Service Manager

Remedy

Job description

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.

Leidos is seeking a Mid-level Desktop Support Technician to support a government site in Washington, DC 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 100 feet at a time; must be able to lift 25 lbs. vertically using ladders
• Work in confined spaces, such as raised floors or communications 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 colors 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

Primary Responsibilities

• 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

Basic Qualifications

• US Citizen
• DoD Secret Clearance
• HS diploma with 4+ years of prior relevant experience, additional related education or certifications may be considered in lieu of experience
• Valid DoD 8570 IAT Level II: Security+ or higher Certification
• Must demonstrate 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

Preferred Qualifications

• 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.

Compensation

The hourly rate for this position $37.76.

Pay Range $50,700.00 - $91,650.00. 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.

Benefits

Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement.

Commitment and Diversity

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.