Senior Desktop Support Technician

More 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. Job Description Leidos is seeking a Senior‑level Desktop Support Technician to support a government site at Pearl Harbor 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 Requirements 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). Must be able to drive a personal or corporate vehicle (depending on availability) to different locations to work on projects and troubleshoot issues; 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. Qualifications 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 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. 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 Range $32.00 - $36.00 hourly rate. Benefits Benefits include competitive compensation, health and wellness programs, income protection, paid leave, and retirement. EEO Statement 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. #J-18808-Ljbffr Leidos