Desktop Support Technician

Description

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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. 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 Mid-level Desktop Support Technician to support a government site at Virginia Beach, VA 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.

• Must be able to lift and carry 50 lbs. for up to 100 feet at a time; lift 25 lbs. vertically using ladders.
• Must be able to work in confined spaces, such as raised floors or communications closets; sturdy in noisy environments, such as data centers and operations centers; 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; correctable vision 20/20 or better; depth perception; able to read digital test equipment such as OTDR.
• Must be able to drive personal or corporate vehicle to different locations; valid state license required.

• Manage the resolution of customer tickets according to established Service Level Requirements (SLRs).
• Ensure proper ticket-handling according to guidelines set in place.
• Properly troubleshoot and resolve user computer issues including hardware and software-related concerns.
• Ensure customer related tasks are completed within the timeline set.
• Troubleshoot and resolve local and networked Multi-Function Devices, printers, and other hardware components.
• Assist other technicians in resolving complex issues.

• 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.
• 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.

• Organized and detail-oriented.
• Strong leadership skills.
• Self-motivated/ self-directing.
• Strong collaboration, prioritization, and adaptability skills; relationship building.
• Ability to manage and prioritize own work, and that of their team.
• Independent decision making.
• Analytical thinking; thinking out of the box.
• Effective communication with all organizational levels (SME to Senior Management).
• Ability to analyze problems at various levels (e.g. detail level, overall organizational impact).

Pay Range: $26.00 - $29.00 hourly rate.

Location:

Virginia Beach, VA.

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.