Senior Desktop Support Technician

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Job description

Description

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 Sr-level Desktop Support Technician to support a government site in Panama City, FL 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.

The work location for this position will be at a government site and will require the ability to:

Lift and carry 50 lbs. for up to a 100 feet at a time; must be able to lift 25 lbs. vertically using ladders

Work in confined spaces, such as raised floors or communications closets; noisy environments, such as data centers and operations centers; and be able to stand or sit for 8 hours at a time

Utilize basic hand tools such as screwdrivers and wrenches while rack mounting active and passive equipment using small screws and brackets

Identify different colors of wires and cables; correctable vision to 20/20 or better so you can see objects and information displayed in schematics, test equipment, computer monitors and digital test equipment such as OTDR (optical time-domain reflectometer)

Judge distance between objects to work safely on ladders and in confined spaces

Drive personal or corporate vehicle (depending on availability) to different locations to work on projects and troubleshoot; valid state license required

Primary 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

Basic Qualifications

US Citizen

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

Preferred Qualifications

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.)

Pay Range: $55,000.00 - $60,000.00

SMIT-NMCI

Original Posting Date:

2024-10-22While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range:

Pay Range -

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

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