Desktop Support Technician

Location

Mid-level Desktop Support Technician position at a government site in Washington, DC.

Physical requirements:

• Must be able to lift and carry 50 lbs. for up to 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 to see objects and information displayed in schematics, test equipment, and computer monitors; must have depth perception 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 required.

• Manage the resolution of customer tickets according to established Service Level Requirements (SLRs).
• Ensure proper ticket handling according to guidelines set in place.
• Properly troubleshoot and resolve user computer issues including hardware and software‑related concerns.
• Ensure customer‑related tasks are completed within the timeline set.
• Troubleshoot and resolve local and networked Multi‑Function Devices, printers, and other hardware components.
• Assist other technicians in resolving complex issues.

• Must be a US Citizen and possess a DoD Secret Clearance.
• High school diploma with 4+ 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.
• 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.

• Organized and detail‑oriented.
• Strong leadership skills.
• Self‑motivated / self‑directing.
• Strong collaboration, prioritization, and adaptability skills.
• 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).

$35.00 – $39.00 per hour.

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.