Senior 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
- Properly troubleshoot and resolve user computer issues including hardware and software-related concerns.
- Aid 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.
- Aid other teams in troubleshooting and resolving 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).
- Aid 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.
Requirements
- Must be a US Citizen and possess a 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 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.).
Skills
- None specified in the job posting.
Benefits
Pay Range: $33.00 - $36.00/hourly rate. NGEN
Pay & Benefits
- Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement.
About Leidos
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.
Securing Your Data
Beware of fake employment opportunities using Leidos' name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work).
Commitment to Non-Discrimination
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.