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.

Leidos is seeking a Senior‑level Desktop Support Technician to support a government site in Patuxent River, MD, as one of the key members of the Field Services Premier Support team. The candidate will also be responsible for high‑impact system administrative duties requiring Power Shell and Windows Server admin knowledge and experience, along with direct desk‑side support to the customer, troubleshooting, and repairing IT devices.

The candidate must be willing to learn and grow into this role.

The work location for this position will require the ability to:

• Lift and carry 50 lbs. for up to 100 feet at a time; must be able to lift 25 lbs. vertically using ladders.
• Work 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 time.
• Utilize basic hand tools such as screwdrivers and wrenches while rack mounting active and passive equipment using small screws and brackets.
• Identify 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 spaces.
• Drive personal or corporate vehicle (depending on availability) to different locations to work on projects and troubleshoot; valid state license required.

• Manage share drives and public folder permissions.
• Perform Logical Moves.
• Exchange account management.
• User account management.
• Power Shell scripting.
• Distribution and security group management.
• Possess some knowledge of Microsoft 365, Microsoft Operating Systems, Active Directory, and Power Shell.
• Possess some knowledge of Blackberry/iPhone/Android mobility solutions.
• 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.
• Assist other teams in troubleshooting and resolving Voice over Internet Protocol (VoIP) and Video Tele Conference (VTC) issues.
• Work directly with VIP and executive‑level customers to provide premier computer support.
• Some travel required.

• Must be a U.S. citizen and possess a DoD Secret Clearance.
• High school 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 demonstrate 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 (detail level, overall organizational impact, etc.).

$38.00 - $41.00 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.