Senior Desktop Support Technician

About the role

Leidos is seeking a Senior-level Desktop Support Technician to support a government site in Millington, TN 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.

Physical and environmental 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
• Work in noisy environments, such as data centers and operations centers
• 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 to 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

• 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
• Valid DoD 8570 IAT Level II: Security+ or higher Certification
• HS diploma with 5+ years of prior relevant experience, additional related education or certifications may be considered in lieu of experience
• 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
• 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

$55,000 – $67,500