Senior Desktop Support Technician

Position Overview

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. This role supports the Navy in unifying its shore-based networks and data management to improve capability and service while saving dollars by focusing efforts under one enterprise network.

We are seeking a Senior-level Desktop Support Technician to support a government site in Norfolk, VA, as one of the key members of the Field Services Premier Support team. The candidate will perform high-impact system administration duties requiring Power Shell and Windows Server knowledge, provide desk-side support to the customer, troubleshoot, and repair IT devices, and be willing to grow into the role.

• 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 knowledge of Microsoft 365, Windows operating systems, Active Directory, and Power Shell.
• Possess knowledge of Blackberry, iPhone, and Android mobility solutions.
• Properly troubleshoot and resolve user computer issues including hardware and software-related concerns.
• Assist junior technicians in resolving complex issues.
• Manage 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 teleconference (VTC) issues.
• Work directly with VIP and executive-level customers to provide premier computer support.
• Some travel required.

• U.S. citizen and possess a DoD Secret Clearance.
• High school diploma with 5+ years of 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 a team.
• Independent decision making.
• Analytical thinking; thinking outside the box.
• Effective communication with all organizational levels (SME to senior management).
• Ability to analyze problems at various levels (detail and overall organizational impact).

• Lift and carry 50 lbs. up to 100 feet; lift 25 lbs. vertically using ladders.
• Work in confined spaces such as raised floors or communication closets; noisy environments such as data centers and operations centers; stand or sit for 8 hours.
• Use basic hand tools while rack mounting active and passive equipment.
• Normal color vision; correctable vision to 20/20 or better; depth perception; able to use and read digital test equipment such as OTDR.
• Drive personal or corporate vehicle (depending on availability) to different locations; valid state license required.

Pay Range: $26.00 - $33.00 hourly.

Benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement.

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.