Desktop Support Technical Lead

Leidos•San Diego, CA

8d•Onsite

About The Position

Leidos is seeking a Mid-level Desktop Support Tech Lead to support a government site at North Island as a key member of the Field Services team. The position provides direct desk-side customer support, troubleshoots and repairs IT devices, and provides peer training and advanced technical guidance and troubleshooting. The role may involve working at different sites within the North Island group and driving a personal or corporate vehicle to project and troubleshooting locations. The schedule is an 8-hour shift between 6 AM and 6 PM. The work takes place at a government site and may involve confined spaces such as raised floors and communications closets, noisy data centers and operations centers, and extended periods standing or sitting. Physical and visual capabilities are needed for lifting and carrying equipment, working on ladders, handling tools and equipment, identifying cable colors, and using digital test equipment. A valid state driver's license is required.

Requirements

U.S. citizen.
DoD Secret clearance.
High school diploma and 4+ years of prior relevant experience; additional related education or certifications may be considered in lieu of experience.
Valid DoD 8570 IAT Level II certification, such as Security+ or higher.
Expertise in IT Enterprise Operations.
Excellent customer service skills.
Excellent oral and written communication skills.
Able to lift and carry 50 pounds for up to 100 feet at a time and lift 25 pounds vertically using ladders.
Able to work in confined spaces, noisy environments, and stand or sit for 8 hours at a time.
Able to use basic hand tools, including screwdrivers and wrenches, to rack-mount equipment with small screws and brackets.
Normal color vision to identify wire and cable colors; correctable vision to 20/20 or better; and depth perception to judge distances while working on ladders and in confined spaces.
Able to use and read digital test equipment such as an OTDR (optical time-domain reflectometer).
Able to drive a personal or corporate vehicle to different work locations; valid state driver's license required.
Available to work an 8-hour shift between 6 AM and 6 PM and at different sites within the North Island group.

Nice To Haves

Organized and detail-oriented.
Strong leadership skills.
Self-motivated and self-directing.
Strong collaboration, prioritization, and adaptability skills.
Relationship-building ability.
Ability to manage and prioritize own work and that of a team.
Independent decision-making ability.
Analytical thinking and ability to think outside the box.
Ability to communicate effectively with all organizational levels, from subject matter experts to senior management.
Ability to analyze problems at different levels, including detail-level issues and overall organizational impact.

Responsibilities

Serve as the backup to the Site Operations Lead.
Work VIP tickets as needed.
Assist other technicians in resolving complex issues.
Manage customer ticket resolution according to established Service Level Requirements (SLRs).
Ensure tickets are handled according to established guidelines.
Troubleshoot and resolve user computer issues, including hardware and software concerns.
Ensure customer-related tasks are completed within the required timeline.
Troubleshoot and resolve local and networked multi-function devices, printers, and other hardware components.
Process retiring computers by retrieving the computer, clearing the BIOS, removing the SSD for return to the customer, and completing return shipment paperwork.
Order and replace computer components and return defective components.
Provide peer training and advanced technical guidance and troubleshooting.