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. The role supports 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 values talented and diverse IT and Engineering professionals. This position is a Mid‑Level Desktop Support Technician supporting a government site in Norfolk, VA as a key member of the Field Services team. The candidate will provide direct desk‑side support, troubleshoot and repair IT devices, and assist teammates with complex issues.

• Must be able to lift and carry 50 lbs. for up to 100 feet at a time, and lift 25 lbs. vertically using ladders.
• Must work in confined spaces, raised floors, or communication closets; in noisy environments, such as data centers and operations centers; and stand or sit for 8 hours at a time.
• Must utilize basic hand tools such as screwdrivers and wrenches while rack‑mounting active and passive equipment.
• Must have normal color vision; correctable vision to 20/20 or better; depth perception to judge distance; and use digital test equipment such as OTDR.
• Must drive a personal or corporate vehicle to different locations; a valid state license is required.

• Manage resolution of customer tickets according to Service Level Requirements (SLRs).
• Maintain proper ticket handling per established guidelines.
• Troubleshoot and resolve user computer issues, including hardware and software concerns.
• Ensure customer tasks are completed within the required timeline.
• 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 substitute for experience.
• Valid DoD 8570 IAT Level II certification (Security+ or higher).
• Demonstrated expertise in IT Enterprise Operations.
• Experience with Microsoft Windows OS, version 11.
• Experience with HP Service Manager, Remedy, or similar help‑desk ticket software.
• Basic network troubleshooting skills.
• Excellent customer service, 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 a team.
• Independent decision making.
• Analytical thinking; outside‑the‑box approach.
• Effective communication across all organizational levels.
• Ability to analyze problems at various levels, from details to overall impact.

Pay Range: $24.00 - $27.00 an 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.