Senior Desktop Support Technician

Via Logic LLC; Indian Head (MD); On-site; USD 106,020,000 - 114,616,000; Full time

Job summary

Leidos in Indian Head, MD seeks a Sr-level Desktop Support Technician to join the Field Services team, delivering desk-side and basic network support within a government site. You will troubleshoot hardware and software issues and work with VIP and executive customers.

Candidates must hold DoD clearance, Security+ or higher, and 8570 IAT II; prior IT enterprise operations experience with Windows 10 and help desk tools is required.

Qualifications

• US Citizen; DoD Secret Clearance; Security+ or higher required.
• HS Diploma with 5+ years of relevant IT experience; additional education/certs may be considered in lieu of experience.
• Experience with Windows 10; strong customer service and communication skills; basic network troubleshooting.

Responsibilities

• Troubleshoot and resolve user computer issues including hardware and software-related concerns.
• Assist junior technicians in resolving complex issues.
• Manage the resolution of customer tickets according to established SLRs.
• Ensure customer requirements and guidelines are identified and completed within the timeline set by the customer.
• Assist other teams to troubleshoot and resolve local and network-connected MFD/printers.
• Have core networking knowledge and experience to diagnose and resolve layer 1 network connection issues (e.g. activating and configuring network switch ports).
• Assist other teams in troubleshooting and resolving VoIP and VTC issues.
• Work directly with VIP and executive-level customers to provide premier computer and network support.

Skills

US Citizenship

DoD Secret Clearance

Security+ Certification

IT Enterprise Operations

Windows 10

Remedy/HP Service Manager

Network Troubleshooting

Customer Service

Communication Skills

Desk-side Support

Education

HS Diploma

Tools

Remedy

HP Service Manager

Job description

1. General program information and/or position overview.

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.

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 Sr-level Desktop Support Technician to support a government site in Indian Head, MD as one of the key members of the Field Services team. The candidate will be responsible for direct desk-side and basic network 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 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

2. Primary Responsibilities

• Properly troubleshoot and resolve user computer issues including hardware and software-related concerns
• Assist junior technicians in resolving complex issues
• Manage the resolution of customer tickets according to established Service Level Requirements (SLRs)
• Ensure customer requirements and guidelines are identified and completed within the timeline set by the customer
• Assist other teams to troubleshoot and resolve local and network-connected MFD/printers
• Have core networking knowledge and experience to diagnose and resolve layer 1 network connection issues (i.e. activating and configuring network switch ports)
• Assist other teams in troubleshooting and resolving Voice over Internet Protocol (VoIP) and Video Teleconference (VTC) issues
• Work directly with VIP and executive-level customers to provide premier computer and network support

3. Basic Qualifications

• US Citizen
• DoD Secret Clearance
• Valid DoD 8570 IAT Level II: Security+ or higher Certification
• HS diploma with 5+ years of prior relevant experience, additional related education or certifications may be considered in lieu of experience
• 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

4. 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 teamIndependent 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

Pay Range: $37-40/hr.

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.