Desktop Support Technician

Mid-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 Mid-level Desktop Support Technician to support a government site at Point Loma 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.The work location for this position will be at a government site and will require the ability to: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 laddersMust 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 timeMust be able to utilize basic hand tools such as screwdrivers and wrenches while rack mounting active and passive equipment using small screws and bracketsMust 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 personal or corporate vehicle (depending on availability) to different locations to work on projects and troubleshoot issues; valid state license requiredPrimary ResponsibilitiesManage the resolution of customer tickets according to established Service Level Requirements (SLRs)Work directly with VIP and executive-level customers to provide premier computer and network supportEnsure proper ticket-handling according to guidelines set in placeProperly troubleshoot and resolve user computer issues including hardware and software-related concernsEnsure customer related tasks are completed within the timeline setTroubleshoot and resolve local and networked Multi-Function Devices, printers, and other hardware componentsAssist other technicians in resolving complex issuesHave core networking knowledge and experience to diagnose and resolve layer 1 network connection issuesTroubleshooting and resolving Voice over Internet Protocol (VoIP) and Video Teleconference (VTC) issuesProvide support to a 24/7 operationOvertime, Weekend 12-hour Shifts, and Some Holidays will be required periodicallyBasic QualificationsUS CitizenDoD Secret ClearanceHS diploma with 4+ years of prior relevant experience, additional related education or certifications may be considered in lieu of experienceValid DoD 8570 IAT Level II: Security+ or higher CertificationMust demonstrate expertise in IT Enterprise OperationsExcellent 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 level, overall organizational impact, etc.)The hourly rate for this position is $34.00.