Computer User Support Technician

Leidos•Piketon, OH

About The Position

The Digital Modernization Sector is seeking a Computer User Support Technician to provide end-user support for the infrastructure and remediation contractors at the Portsmouth site. Performs as part of a dedicated and customer-focused IT team to ensure that all end user needs are met. The position provides a range of IT services, including various Tier I and II support services to end users, Windows workstation engineering and maintenance, managed print services, IT Service Management (ITSM), Help Desk support services, and others. Responsibilities include: Provides break-fix support of existing/new hardware, software, and system initiatives directly to end-users Responsible for providing direct user support for standard desktop utilities and business applications Serves as a helpdesk contact for the site IT services Performs day-to-day IT maintenance and operational activities including desktop support Informs IT system administrators of problems to be resolved and coordinates the resolution between the service administrator and the functional users Installs, upgrades, maintains, and modifies desktop software including operating systems, office suites and other business productivity applications and functional applications Supports efforts to maintain desktop software and hardware inventories Maintains related documentation and technical information Demonstrates a personal commitment to safety and quality Able to lift/move up to 10lbs Documents issues and progress in ticketing system (Track-it!) Identifies, researches, and resolves technical problems for users, IT staff, and operational specialists Escalates more complex problems to more senior technicians and higher tiered support (hardware and software technologists) Deployment and retrieval of devices to end users, including a brief tutorial to familiarize the user with the device Assesses user needs through remote utilities. Recommends hardware and software to end users Familiar with standard concepts, practices, and procedures Relies on experience and judgment to plan and accomplish goals Accomplishes all tasks as appropriately assigned or requested

Requirements

Must be able to obtain and maintain a U.S. Department of Energy (DOE) security clearance at an L level
Typically requires high school diploma and 4-6 years of prior relevant experience
Knowledge of PC and desktop hardware; experience in a Windows environment provisioning, deploying, troubleshooting, and resolving any hardware, software, or other technical issues
Knowledge in Windows 11 image/platforms
Strong, demonstrated customer service orientation
Proven analytical and problem-solving abilities to mitigate end user down time
Ability to effectively prioritize and execute tasks in a high-pressure environment
Good written, oral, and interpersonal communication skills

Nice To Haves

DOE site experience strongly preferred
Ability to acquire a U.S. Department of Energy (DOE) ‘L’ Security Clearance
Related industry-recognized certifications such as CompTIA A+ preferred
Working technical knowledge of current protocols, operating systems, and standards
Ability to conduct research into PC and software issues and products as required
Come break things (in a good way). Then build them smarter. We're the tech company everyone calls when things get weird. We don’t wear capes (they’re a safety hazard), but we do solve high-stakes problems with code, caffeine, and a healthy disregard for “how it’s always been done.”

Responsibilities

Provides break-fix support of existing/new hardware, software, and system initiatives directly to end-users
Responsible for providing direct user support for standard desktop utilities and business applications
Serves as a helpdesk contact for the site IT services
Performs day-to-day IT maintenance and operational activities including desktop support
Informs IT system administrators of problems to be resolved and coordinates the resolution between the service administrator and the functional users
Installs, upgrades, maintains, and modifies desktop software including operating systems, office suites and other business productivity applications and functional applications
Supports efforts to maintain desktop software and hardware inventories
Maintains related documentation and technical information
Demonstrates a personal commitment to safety and quality
Able to lift/move up to 10lbs
Documents issues and progress in ticketing system (Track-it!)
Identifies, researches, and resolves technical problems for users, IT staff, and operational specialists
Escalates more complex problems to more senior technicians and higher tiered support (hardware and software technologists)
Deployment and retrieval of devices to end users, including a brief tutorial to familiarize the user with the device
Assesses user needs through remote utilities
Recommends hardware and software to end users
Familiar with standard concepts, practices, and procedures
Relies on experience and judgment to plan and accomplish goals
Accomplishes all tasks as appropriately assigned or requested