Senior Desktop Support Technician

Description

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.

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 Senior-level Desktop Support Technician to support a government site in Millington, TN 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:

• Lift and carry 50 lbs. for up to a 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 to 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

Primary Responsibilities

• 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

• Have 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) issues

• Work directly with VIP and executive-level customers to provide premier computer and network support

Basic Qualifications

• US Citizen

• DoD Secret Clearance

• Valid DoD 8570 IAT Level II:
  Security+ or higher Certification

• HS diploma with 5+ years of prior relevant experience, additional related education or certifications may be considered in lieu of experience

• Must demonstrated expertise in IT Enterprise Operations

• Experience with Microsoft Windows OS, version 10

• 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

Preferred Qualifications

• Organized and detail-oriented

• Strong leadership skills

• Self-motivated/ self-directing

• Strong collaboration, prioritization, and adaptability skills required. 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, etc.)

Pay Range: $55,000 - $67,500

NGEN

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