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. Leidos will support the Navy in unifying its shore‑based networks and data management to improve capability and service while saving significant dollars by focusing efforts under one enterprise network.

The position is located at a government site in Patuxent River, MD and requires the following physical abilities:

• Lift and carry 50 lbs. up to 100 feet at a time; lift 25 lbs. vertically using ladders.
• Work in confined spaces such as raised floors or communications closets, and in noisy environments such as data centers and operations centers.
• Stand or sit for up to 8 hours at a time.
• Use basic hand tools such as screwdrivers and wrenches while rack mounting active and passive equipment.
• Have normal color vision and correctable vision to 20/20 or better; possess depth perception for ladder work.
• Read and use digital test equipment such as OTDR (optical time‑domain reflectometer).
• Drive a personal or corporate vehicle to different locations as needed; valid state driver’s license required.

• Manage the resolution of customer tickets according to established Service Level Requirements (SLRs).
• Ensure proper ticket handling according to guidelines.
• Troubleshoot and resolve user computer issues, including hardware and software concerns.
• Complete customer‑related tasks within the specified timelines.
• Troubleshoot and resolve local and networked multi‑function devices, printers, and other hardware components.
• Assist other technicians in resolving complex issues.

• U.S. citizen with a DoD Secret Clearance.
• High school diploma with 4+ years of relevant experience; additional 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 and self‑directing.
• Strong collaboration, prioritization, and adaptability skills; relationship building.
• Ability to manage and prioritize own work and that of a team.
• Independent decision making.
• Analytical thinking and creativity.
• Effectively communicate with all organizational levels (SME to senior management).
• Analyze problems at various levels (detail level, overall organizational impact, etc.).

Pay Range: $34.00 – $38.00 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 qualified applicants with criminal histories consistent with relevant laws.