Desktop Support Technician

Leidos•San Diego, CA

2d•Onsite

About The Position

NGEN is the largest IT services program for the Navy, with the Leidos team delivering core backbone services including cybersecurity, network operations, service desk, and data transport under the Service Management, Integration, and Transport (SMIT) portion. Leidos aims to support the Navy in unifying its shore-based networks and data management to improve capability and service. Leidos is seeking a Mid-level Desktop Support Technician to provide direct desk-side support to government customers at Point Loma, troubleshooting and repairing IT devices. The role requires the ability to lift and carry 50 lbs for up to 100 feet, lift 25 lbs vertically using ladders, work in confined spaces such as raised floors or communications closets, work in noisy environments such as data centers and operations centers, stand or sit for 8 hours, utilize basic hand tools, have normal color vision and correctable vision to 20/20 or better with depth perception, use and read digital test equipment like OTDR, and drive to different locations.

Requirements

Must be a US Citizen and possess a DoD Secret Clearance.
HS diploma with 4+ years of prior relevant experience, additional related education or certifications may be considered in lieu of experience.
Valid DoD 8570 IAT Level II: Security+ or higher Certification.
Must demonstrated expertise in IT Enterprise Operations.
Excellent customer service skills.
Excellent oral and written communication skills.

Nice To Haves

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

Responsibilities

Manage the resolution of customer tickets according to established Service Level Requirements (SLRs).
Work directly with VIP and executive-level customers to provide premier computer and network support.
Ensure proper ticket-handling according to guidelines set in place.
Properly troubleshoot and resolve user computer issues including hardware and software-related concerns.
Ensure customer related tasks are completed within the timeline set.
Troubleshoot and resolve local and networked Multi-Function Devices, printers, and other hardware components.
Assist other technicians in resolving complex issues.
Have core networking knowledge and experience to diagnose and resolve layer 1 network connection issues.
Troubleshooting and resolving Voice over Internet Protocol (VoIP) and Video Teleconference (VTC) issues.
Provide support to a 24/7 operation.
Overtime, Weekend 12-hour Shifts, and Some Holidays will be required periodically.