Desktop Support Technical Lead

Leidos•San Diego, CA

9d•$50,700 - $91,650•Onsite

About The Position

Leidos is seeking a mid-level Desktop Support Technical Lead to support a government site at North Island as a key member of the Field Services team. The role provides direct desk-side customer support, troubleshoots and repairs IT devices, and provides peer training and advanced technical guidance and troubleshooting. The position may require work at different sites within the North Island group and an 8-hour shift scheduled between 6 AM and 6 PM. The employee must be able to travel between work locations using a personal or corporate vehicle, with a valid state driver's license. 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 standing or sitting for extended periods. Physical and visual requirements include lifting and carrying equipment, working on ladders, using hand tools, identifying cable colors, and reading digital test equipment, schematics, and computer displays. The role requires U.S. citizenship, a DoD Secret clearance, a high school diploma and at least four years of relevant experience (with related education or certifications potentially considered in lieu of experience), and a valid DoD 8570 IAT Level II certification such as Security+ or higher. The hourly rate stated for the position is $35.85; the posting also gives a general pay range of $50,700 to $91,650.

Requirements

U.S. citizenship.
DoD Secret clearance.
High school diploma and at least four years of 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.
Demonstrated expertise in IT Enterprise Operations.
Excellent customer service skills.
Excellent oral and written communication skills.
Valid state driver's license and ability to drive a personal or corporate vehicle between locations.
Availability to work an 8-hour shift between 6 AM and 6 PM and at different sites within the North Island group.
Ability to lift and carry 50 pounds up to 100 feet and lift 25 pounds vertically using ladders.
Ability to work in confined spaces and noisy environments, and to stand or sit for 8 hours at a time.
Ability to use basic hand tools, including screwdrivers and wrenches, while rack-mounting active and passive 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 work safely on ladders and in confined spaces.
Ability to use and read digital test equipment such as an OTDR.

Nice To Haves

Organized and detail-oriented.
Strong leadership skills.
Self-motivated and self-directing.
Strong collaboration, prioritization, adaptability, and relationship-building skills.
Ability to manage and prioritize own work and that of the team.
Independent decision-making.
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 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 direct desk-side support to customers, repair IT devices, and provide peer training and advanced technical guidance and troubleshooting.