Computer User Support Technician

Leidos•Piketon, OH

1d•$45,500 - $82,250

About The Position

The Digital Modernization Sector at Leidos is seeking a Computer User Support Technician to provide end-user IT support for infrastructure and remediation contractors at the Portsmouth site. The technician will join a dedicated, customer-focused IT team and provide Tier I and Tier II technical support, desktop and workstation support, IT Service Management (ITSM), Help Desk services, device deployment, managed print support, and related end-user IT services. The role includes supporting hardware, software, Windows workstations, and end-user computing environments; troubleshooting and resolving technical issues; coordinating with IT administrators and functional users; deploying and retrieving devices; recording work in the Track-It! ticketing system; and maintaining inventories and technical documentation. The technician must be able to lift and move equipment weighing up to 10 pounds.

Requirements

High school diploma with 4–6 years of relevant experience, or an equivalent combination of education and experience.
Must be able to obtain and maintain a U.S. Department of Energy (DOE) L-level security clearance.
Experience supporting PC and desktop hardware in a Windows environment.
Experience provisioning, deploying, troubleshooting, and resolving hardware, software, and related end-user technical issues.
Working knowledge of Windows 11 imaging and platforms.
Analytical and problem-solving skills, including the ability to minimize end-user downtime.
Strong customer-service orientation.
Ability to effectively prioritize and execute tasks in a fast-paced or high-pressure environment.
Strong written, verbal, and interpersonal communication skills.

Nice To Haves

Previous experience supporting a DOE site.
Previous experience working in an environment requiring a DOE L-level security clearance.
Industry-recognized technical certification such as CompTIA A+.
Working knowledge of current IT protocols, operating systems, and technical standards.
Ability to research PC hardware, software issues, and related products as needed.
Desktop and workstation support.
Tier I and Tier II Help Desk support.
Windows 11.
Hardware and software troubleshooting.
Device provisioning and deployment.
IT Service Management (ITSM).
Ticketing systems.
End-user support.
PC hardware.
Customer service.

Responsibilities

Provide break-fix support for new and existing hardware, software, and system initiatives.
Support standard desktop utilities, business applications, and end-user computing environments.
Serve as a Help Desk point of contact for site IT services.
Perform day-to-day IT maintenance and operational support, including desktop support.
Identify, research, troubleshoot, and resolve technical issues for end users, IT staff, and operational specialists.
Escalate complex technical issues to senior technicians and higher-tier support teams as appropriate.
Install, upgrade, maintain, and modify desktop software, including operating systems, office productivity suites, business applications, and functional applications.
Support Windows workstation provisioning, deployment, maintenance, and troubleshooting.
Coordinate issue resolution between IT system administrators, service administrators, and functional users.
Deploy and retrieve end-user devices and provide brief orientation or instruction on device use.
Assess user needs through remote-support utilities and recommend appropriate hardware or software solutions.
Document incidents, service requests, troubleshooting activity, and progress in the Track-It! ticketing system.
Support maintenance of hardware and software inventories.
Maintain technical documentation and related support information.
Apply standard technical concepts, practices, and procedures to accomplish assigned work.
Use experience and judgment to prioritize tasks and accomplish goals in a high-pressure environment.
Demonstrate a strong commitment to customer service, safety, and quality.
Perform additional duties as assigned.