Senior Desktop Support Technician

Leidos • Washington, DC

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 Senior-level Desktop Support Technician to support a government site at Washington, DC 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 5+ 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

• 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.
• Have core networking knowledge and experience to diagnose and resolve layer 1 network connection issues (i.e. activating and configuring network switch ports).
• 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 and network support.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees