Desktop Support Technician

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.

Responsibilities

• 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.
• Aid other technicians in resolving complex issues.

Requirements

• 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.
• Demonstrated expertise in IT Enterprise Operations.
• Experience with Microsoft Windows OS, version 11.
• 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.

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 and Benefits

Pay Range: $24.00 - $27.00/hourly rate. NGEN

Schedule

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 a 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 so you can see objects and information displayed in schematics, test equipment, and computer monitors; must have depth perception to be able to judge distance between objects to work safely on ladders and in confined spaces; must be able to use and read digital test equipment such as OTDR (optical time-domain reflectometer).

What You'll Get To Do