Desktop Support Technician Routine Requirements

Leidos•The Pentagon, VA

12d•Onsite

About The Position

The Leidos Digital Sector is seeking a Desktop Support Technician - Routine Requirements to support the AFNCR ITS program at The Pentagon. The AFNCR IT Services program provides support services for information systems for Headquarters Air Force (HAF), Air Force District of Washington (AFDW), Office of the Secretary of Defense (OSD), Joint Chiefs of Staff, and other Air Force activities within the Air Force National Capital Region (AFNCR), missions to include the Pentagon, Joint Base Andrews (JBA), Joint Base Anacostia-Bolling (JBAB), and other locations, leased spaces, and alternate sites. The major support areas required are: IT Operations and Maintenance; Plans, Projects, and Engineering (PP&E); and National Military Command Center (NMCC). The senior leaders and national defense missions that are supported require that the AFNCR operations never fail, resulting in a fast-paced, challenging, but also rewarding environment. Routine Requirements within The Pentagon is looking for an experienced technician to support end user devices for unclassified and classified systems. Technicians will handle new customer installs, small office moves, and technical refresh. Additionally, personnel are responsible for creating and maintaining a central repository for technical advice and solutions of network systems, software applications assistance, automatic data processing support, hardware exchange, and repair service support. They will assist with reporting network performance metrics using Remedy Action Reporting System. Utilize Remedy to enter, document, track, coordinate, route, resolve, and close user ticket(s)/work order(s).

Requirements

Requires a Bachelors degree and 4 years of applicable experience or a Master's degree and 2 years of applicable experience additional years of experience will be accepted in lieu of a degree.
Active CompTIA Security+ certification.
Active DoD Secret security clearance.
Ability to work independently and in a collaborative environment.
Familiarity with ServiceNow and/or Remedy.
Layer 1 network experience (CAT5/6, SM/MM Fiber, Serial cables, SFP).
Experience working with Senior Leaders.

Nice To Haves

Strong communication skills (both verbal and written).
Comfortable discussing technical information with users and other support personnel.
Strong problem solving and decision-making skills.
Ability to work autonomously as well as an integral member of a team.
Pentagon experience to include working with DISA JSP and Whitelisting.

Responsibilities

Perform onsite analysis, diagnosis, and resolution of complex problems for customers and recommend/implement corrective solutions.
Collaborate with LAN technicians/network administrators to ensure efficient operation of the organization's desktop computing environment.
Support the installation and maintenance of client LAN/WAN devices.
Respond to and resolve incidents, demonstrating troubleshooting skills.
Complete assigned tasks within Service Level Objectives/Agreements (SLOs/SLAs).
Draft and implement standard network change requests.
Provide support to Tier III network engineers for incident management and projects.
Conduct inventory and coordinate network operations, maintenance, repairs, or upgrades.
Administer and resolve issues with associated end-user workstation software products.
Receive and respond to incoming calls, e-mails, instant messages, and voicemails.
Accurately document instances of desktop equipment or component failure, repair, installation, and removal.
Accurately document and update all assigned incident tickets.
Liaise with third-party support and PC equipment vendors.
Analyze, identify and resolve Common Access Cards and CAC Readers/PKI certificate troubleshooting.
Analyze, identify, resolve VPN, outlook, and network access issues.
Utilize Active Directory to manage user’s accounts.