Senior Desktop Support Technician

Leidos•Norfolk, VA

19h•$27 - $34•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. At Leidos, we know the most talented and diverse IT and Engineering professionals will always have a multitude of career choices; your time at Leidos will be a wise investment in your career and in yourself. Leidos is seeking a Senior-level Desktop Support Technician to support a government site in Norfolk, VA, as one of the key members of the Field Services Premier Support team. The candidate should have prior NMCI experience, preferably in Field Services desktop support. The candidate will be responsible for direct desk-side support to the customer, troubleshooting, and repairing IT devices. The candidate will also be responsible for some system administrative duties, which require some PowerShell and service admin knowledge and experience. Candidate must be willing to learn and grow into this role. The work location for this position will be at a government site and will require the ability to:

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.
Experience with HP Service Manager, Remedy, or similar Service/Help Desk ticket management software.
Basic network troubleshooting skills.
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 share drives and public folder permissions.
Exchange account management.
User Account management.
Distribution and Security Group management.
Possess some knowledge of Microsoft 365, Microsoft Operation Systems, Active Directory, and Power Shell.
Possess some knowledge of Blackberry/iPhone/Android mobility solutions.
Properly troubleshoot and resolve user computer issues including hardware and software-related concerns.
Assist junior technicians in resolving complex issues.
Manage the resolution of customer tickets according to established Service Level Requirements (SLRs).
Ensure customer requirements and guidelines are identified and completed within the timeline set by the customer.
Assist other teams to troubleshoot and resolve local and network-connected MFD/printers.
Assist other teams in troubleshooting and resolving Voice over Internet Protocol (VoIP) and Video Teleconference (VTC) issues.
Work directly with VIP and executive-level customers to provide premier computer support.
Some travel required.