Senior Desktop Support Technician

About the role

Leidos is seeking a Senior-level Desktop Support Technician to support a government site in Jacksonville, FL, as one of the key members of the Field Services Premier Support team. The candidate will also be responsible for high-impact system administrative duties, which require PowerShell and Windows Server admin knowledge and experience. The candidate will also be responsible for some direct desk-side support to the customer, troubleshooting, and repairing IT devices. The candidate must be willing to learn and grow into this role.

Physical requirements

• Lift and carry 50 lbs for up to 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

Responsibilities

• Manage share drives and public folder permissions
• Perform Logical Moves
• Exchange account management
• User Account management
• PowerShell Scripting
• Distribution and Security Group management
• Possess some knowledge of Microsoft 365, Microsoft Operation Systems, Active Directory, and Power Shell
• Possess some knowledge of Blackberry/iPhone/Android mobility solutions
• 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
• 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 support
• Some travel required

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 demonstrate 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

• $30-33/hr