Senior Desktop Support Technician

Leidos; Virginia; On-site; USD 55,000 - 70,000; Full time

Job summary

An established industry player is seeking a skilled Desktop Support Technician to join their Field Services team. This role involves providing direct desk-side support, troubleshooting IT devices, and ensuring the highest level of customer satisfaction. Ideal candidates will have a strong background in IT support, excellent communication skills, and the ability to work in various environments. Join a dynamic team dedicated to enhancing the Navy's IT capabilities while enjoying a rewarding career with numerous opportunities for growth and development. If you are passionate about technology and customer service, this position is perfect for you.

Qualifications

• US Citizen with DoD Secret Clearance and 5+ years of experience.
• Expertise in IT Enterprise Operations and troubleshooting user computer issues.

Responsibilities

• Troubleshoot and resolve user computer issues including hardware and software.
• Assist junior technicians and manage customer tickets as per SLRs.

Skills

Troubleshooting

Customer Service

Communication Skills

Network Troubleshooting

Analytical Thinking

Education

High School Diploma

DoD 8570 IAT Level II: Security+ or higher Certification

5+ years of relevant experience

Tools

HP Service Manager

Remedy

Microsoft Windows OS

Job description

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 Wallops Island, VA as one of the key members of the Field Services team supporting Surface Combat Systems Center (SCSC). The candidate will be responsible for direct desk-side support to the customer, to include troubleshooting and repairing IT devices.

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

1. Lift and carry 50 lbs for up to a 100 feet at a time; must be able to lift 25 lbs vertically using ladders
2. 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
3. Utilize basic hand tools such as screwdrivers and wrenches while rack mounting active and passive equipment using small screws and brackets
4. 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)
5. Judge distance between objects to work safely on ladders and in confined spaces
6. Drive personal or corporate vehicle (depending on availability) to different locations to work on projects and troubleshoot; valid state license required

Primary Responsibilities

1. Properly troubleshoot and resolve user computer issues including hardware and software-related concerns
2. Assist junior technicians in resolving complex issues
3. Manage the resolution of customer tickets according to established Service Level Requirements (SLRs)
4. Ensure customer requirements and guidelines are identified and completed within the timeline set by the customer
5. Assist other teams to troubleshoot and resolve local and network-connected MFD/printers
6. Assist other teams in troubleshooting and resolving Voice over Internet Protocol (VoIP) and Video Teleconference (VTC) issues
7. Work directly with VIP and executive-level customers to provide premier computer support

Basic Qualifications

1. US Citizen
2. DoD Secret Clearance
3. HS diploma with 5+ years of prior relevant experience, additional related education or certifications may be considered in lieu of experience
4. Valid DoD 8570 IAT Level II: Security+ or higher Certification
5. Must demonstrated expertise in IT Enterprise Operations
6. Experience with Microsoft Windows OS, version 10
7. Experience with HP Service Manager, Remedy, or similar Service/Help Desk ticket management software
8. Basic network troubleshooting skills
9. Excellent customer service skills
10. Excellent oral and written communication skills

Preferred Qualifications

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

Pay Range: $55,000.00 - $70,000.00

SMIT-NMCI

NGEN

Original Posting: April 2, 2025

For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.