Desktop Support Technician

Leidos•San Diego, CA

1d•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 SMIT portion. Leidos aims to support the Navy in unifying its shore-based networks and data management. This role is for a Mid-level Desktop Support Technician at a government site at North Island, serving as a key member of the Field Services team. The technician will provide direct desk-side support, troubleshooting, and repairing IT devices for customers. The position requires the ability to lift and carry 50 lbs, lift 25 lbs vertically using ladders, work in confined and noisy spaces, stand or sit for 8 hours, utilize basic hand tools, have normal color vision and correctable 20/20 vision with depth perception, use and read digital test equipment like OTDR, and drive a vehicle to different locations. The candidate must be available to work an 8-hour shift between 6 AM and 6 PM and work from different sites within the North Island group.

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.
Experience with Microsoft Windows OS, version 10.
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

Assist other technicians in resolving complex issues.
Manage the resolution of customer tickets according to established Service Level Requirements (SLRs).
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.
Process retiring computers which includes retrieving the computer, clearing the BIOS, removing the SSD for return to the customer and completing return shipment paperwork.
Order and replace computer components as well as returning the defective component.