Service Desk Technician/VTC
About The Position
Leidos’ Defense Sector is seeking a Service Desk/VTC Technician to support US Army Central Intelligence (G2) at Shaw Air Force Base, South Carolina. This role supports the Sentinel G2 Army MI Enterprise, providing IT repair, maintenance, operations, logistics, and engineering services to help ensure secure and uninterrupted availability of Army Military Intelligence Enterprise IT systems. The position is described as a potential upcoming opportunity. The technician serves as the first point of contact for end users, providing technical support, account management, and video teleconferencing assistance by phone, email, and in person. The role combines Layer 1 and Layer 2 network troubleshooting with disciplined problem-solving, escalation practices, composure under pressure, expectation management, and the ability to explain technical issues in clear, empathetic language. The technician handles Tier 1 hardware, software, and application issues; user account provisioning; end-user guidance; VTC/DVTC troubleshooting and scheduling; service desk workflow documentation; performance metrics; and other site operations or special projects as directed by site leadership. The position requires an active DoD TS/SCI clearance and an active IAT Level II baseline certification or higher.
Requirements
- High school diploma or equivalent.
- At least 3 years of prior experience; the posting also specifies 2 to 4 years of prior professional IT and/or Help Desk experience.
- Active DoD TS/SCI clearance in DISS.
- Active IAT Level II baseline certification, such as CompTIA Security+ CE or equivalent, or higher, maintained in accordance with DoD 8570.01-M and DoD 8140.03 (DCWF) requirements.
- Microsoft Windows 10 MCP certificate of training, or ability to obtain it within 30 days of offer acceptance.
- JWICS VTC scheduling experience.
- Direct experience with Microsoft Office 365, Teams, Power Apps, and related services.
- Basic knowledge of LAN/WAN and networking infrastructure.
Nice To Haves
- Prior JWICS VTC technical troubleshooting experience.
- Experience with ticketing systems such as ServiceNow, Remedy, or SolarWinds Web Help Desk.
- Microsoft 365 Certified Modern Desktop Administrator, CompTIA A+, CompTIA Network+, or ITIL certifications or certificates of training.
- Previous experience supporting US Army clients and tactical or enterprise networks.
Responsibilities
- Serve as the first point of contact for end users, providing professional technical support, account management, and VTC assistance by phone, email, and in person.
- Manage day-to-day help desk functions to ensure prompt, accurate, and successful resolution of service requests.
- Document, audit, and continuously improve service desk workflows to maintain operational standards and efficiency.
- Diagnose and resolve Tier 1 hardware, software, and application issues, escalating to Tier 2 support when required.
- Administer the user account provisioning lifecycle and track workflow progress using Microsoft SharePoint and Power Apps.
- Provide end-user guidance and training on Windows, Microsoft 365, Adobe Acrobat, OneDrive, and other enterprise collaboration tools.
- Troubleshoot and support VTC/DVTC systems, resolving equipment failures and connectivity issues.
- Coordinate, schedule, and de-conflict secure DIA JWICS Video Teleconferences.
- Track, compile, and report monthly help desk performance metrics to monitor service-level standards.
- Lead or support special projects and daily operations as directed by site leadership to meet changing mission requirements.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
