Senior Desktop Support Technician

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About the Role:

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. Leidos will support the Navy in unifying its shore-based networks and data management to improve capability and service while also saving 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 a key member 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 Power Shell 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:

• Must be able to lift and carry 50 lbs. for up to 100 feet at a time; must be able to lift 25 lbs. vertically using ladders.
• Must be able to work in confined spaces, such as raised floors or communications closets; must be able to work in noisy environments, such as data centers and operations centers; must be able to stand or sit for 8 hours at a time.
• Must be able to utilize basic hand tools such as screwdrivers and wrenches while rack mounting active and passive equipment using small screws and brackets.
• Must have normal color vision to identify different colors of wires and cables; must have correctable vision to 20/20 or better; must have depth perception to judge distance between objects for safe ladder and confined-space work; must be able to use and read digital test equipment such as an OTDR (optical time-domain reflectometer).
• Must be able to drive a personal or corporate vehicle (depending on availability) to different locations to work on projects and troubleshoot issues; valid state license required.

• Manage share drives and public folder permissions.
• Exchange account management and user account management.
• Distribution and Security Group management.
• Possess knowledge of Microsoft 365, Microsoft Windows operating systems, Active Directory, and Power Shell.
• Possess knowledge of Blackberry/iPhone/Android mobility solutions.
• Troubleshoot and resolve user computer issues including hardware and software 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 VoIP and VTC issues.
• Work directly with VIP and executive-level customers to provide premier computer support.
• Some travel required.

• Must be a US Citizen and possess a DoD Secret Clearance.
• High school diploma with 4+ years of relevant experience; additional related education or certifications may be considered in lieu of experience.
• Valid DoD 8570 IAT Level II:
  Security+ or higher certification.
• Demonstrated expertise in IT Enterprise Operations.
• Experience with Microsoft Windows OS, version 10.
• Experience with HP Service Manager, Remedy, or similar ticket management software.
• Basic network troubleshooting skills.
• Excellent customer service skills.
• Excellent oral and written communication skills.

• Organized and detail-oriented.
• Strong leadership skills and self-motivation.
• Strong collaboration, prioritization, adaptability, and relationship-building skills.
• Ability to manage and prioritize own work and that of a team.
• Independent decision making and analytical thinking.
• Ability to communicate effectively with all organizational levels (SME to Senior Management).
• Ability to analyze problems at various levels (detail to overall impact).

Pay Range: $26.50 - $33.50/hourly rate.

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit

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