Desktop Support Technician

Leidos•San Diego, CA

1d•Onsite

About The Position

NGEN is the largest IT services program for the Navy. Under the Service Management, Integration, and Transport (SMIT) portion of NGEN, the Leidos team will deliver the core backbone of the Navy-Marine Corps Intranet, including cybersecurity services, network operations, service desk, and data transport. Ultimately, Leidos will support the Navy in unifying its shore-based networks and data management to improve capability and service while also saving significant dollars by focusing efforts under one enterprise network. Leidos is seeking a Mid-level Desktop Support Technician to support a government site at Point Loma as one of the key members of the Field Services team. The candidate will be responsible for direct desk-side support to the customer, troubleshooting and repairing IT devices.

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.