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. Leidos will support the Navy in unifying its shore-based networks and data management to improve capability and service while reducing costs through a single enterprise network.

Leidos is seeking a Senior Desktop Support Technician to join the Field Services team supporting the Navy at a government site in Virginia Beach, VA. This role involves direct desk-side support to customers, including troubleshooting and repairing IT devices.

The work location requires the ability to:

• Lift and carry 50 lbs. for up to 100 feet at a time; lift 25 lbs. vertically using ladders
• Work in confined spaces (e.g., raised floors, communications closets), noisy environments (e.g., data centers, operations centers), and stand or sit for 8 hours at a time
• Use basic hand tools (e.g., screwdrivers, wrenches) for rack mounting equipment
• Identify wire and cable colors; correctable vision to 20/20 or better for reading schematics, test equipment, and digital tools (e.g., OTDR)
• Judge distances safely when working on ladders or in confined spaces
• Drive personal or corporate vehicles to different locations for projects and troubleshooting (valid state license required)

Responsibilities

• Troubleshoot and resolve user computer issues, including hardware and software concerns
• Assist junior technicians in resolving complex issues
• Manage customer tickets according to established Service Level Requirements (SLRs)
• Ensure customer requirements and guidelines are met within specified timelines
• Assist other teams in troubleshooting local and network-connected MFD/printers
• Troubleshoot and resolve Voice over Internet Protocol (VoIP) and Video Teleconference (VTC) issues
• Provide premier computer support to VIP and executive-level customers

Requirements

• U.S. Citizen
• Active DoD Secret Clearance
• DoD 8570 IAT Level II Certification: Security+ or higher
• High School diploma with 5+ years of relevant experience (additional education or certifications may substitute for experience)
• Expertise in IT Enterprise Operations
• Experience with Microsoft Windows OS (version 10)
• Experience with HP Service Manager, Remedy, or similar ticket management software
• Basic network troubleshooting skills
• Excellent customer service, oral, and written communication skills

Preferred Qualifications

• Organized and detail-oriented
• Strong leadership and self-motivation
• Collaboration, prioritization, and adaptability skills
• Relationship-building abilities
• Independent decision-making and analytical thinking
• Ability to communicate effectively across all organizational levels (SME to Senior Management)
• Problem analysis at multiple levels (detail-oriented to organizational impact)

Pay

Pay Range: $55,000–$68,000. The Leidos pay range is a general guideline and not a guarantee of compensation. Additional factors (e.g., responsibilities, education, experience, skills, internal equity, market data) may influence the final offer.

Benefits

Leidos offers competitive compensation, Health and Wellness programs, Income Protection, Paid Leave, and Retirement benefits. More details are available at www.leidos.com/careers/pay-benefits.