Senior Desktop Support Technician

Sr-Level Desktop Support TechnicianNGEN 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.At Leidos, we know the most talented and diverse IT and Engineering professionals will always have a multitude of career choices; your time at Leidos will be a wise investment in your career and in yourself.Leidos is seeking a Sr-level Desktop Support Technician to support a government site in Indian Head, MD as one of the key members of the Field Services team. The candidate will be responsible for direct desk-side and basic network support to the customer, troubleshooting and repairing IT devices.The work location for this position will be at a government site and will require the ability to:Lift and carry 50 lbs for up to a 100 feet at a time; must be able to lift 25 lbs vertically using laddersWork 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 timeUtilize basic hand tools such as screwdrivers and wrenches while rack mounting active and passive equipment using small screws and bracketsIdentify 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 spacesDrive personal or corporate vehicle (depending on availability) to different locations to work on projects and troubleshoot; valid state license requiredPrimary ResponsibilitiesProperly troubleshoot and resolve user computer issues including hardware and software-related concernsAssist junior technicians in resolving complex issuesManage 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 customerAssist other teams to troubleshoot and resolve local and network-connected MFD/printersHave 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) issuesWork directly with VIP and executive-level customers to provide premier computer and network supportBasic QualificationsUS CitizenDoD Secret ClearanceValid DoD 8570 IAT Level II: Security+ or higher CertificationHS diploma with 5+ years of prior relevant experience, additional related education or certifications may be considered in lieu of experienceMust demonstrated expertise in IT Enterprise OperationsExperience with Microsoft Windows OS, version 10Experience with HP Service Manager, Remedy, or similar Service/Help Desk ticket management softwareBasic network troubleshooting skillsExcellent customer service skillsExcellent oral and written communication skillsPreferred QualificationsOrganized and detail-orientedStrong leadership skillsSelf-motivated/ self-directingStrong collaboration, prioritization, and adaptability skills required. Relationship buildingAbility to manage and prioritize own work, and that of their teamIndependent decision makingAnalytical thinking; thinking out of the boxAbility to effectively communicate with all organizational levels (SME to Senior Management)Ability to analyze problems at various levels (e.g. detail levelPay Range: $37-40/hr.