Service Desk Technician​/VTC

Leidos’ Defense Sector is seeking a Service Desk/VTC Technician to support US Army Central Intelligence (G2) at Shaw Air Force Base, SC
. This role is part of the Sentinel G2 Army MI Enterprise, providing IT repair, maintenance, operations, logistics, and engineering services to ensure the secure and uninterrupted availability of Army Military Intelligence Enterprise IT Systems. The ideal candidate combines network troubleshooting skills (Layer 1 to Layer
2) with a disciplined approach to problem‑solving and escalations. Exceptional emotional intelligence is critical; remaining composure under pressure, managing expectations effectively, and translating IT jargon into empathetic, jargon‑free support for our users.

• Act as the first point of contact for end‑users, delivering professional technical support, account management, and VTC assistance via phone, email, and in person.
• Manage day‑to‑day help desk functions to guarantee the prompt, accurate, and successful resolution of all service requests.
• Document, audit, and continuously improve service desk workflows to maintain high operational standards and efficiency.
• Diagnose and resolve Tier 1 hardware, software, and application issues, ensuring seamless and timely escalation to Tier 2 support as required.
• Administer the user account provisioning lifecycle and track workflow progress utilizing Microsoft SharePoint and Power Apps.
• Provide end‑user guidance and training on Windows, Microsoft 365, Adobe Acrobat, One Drive, and other enterprise collaboration tools.
• Deliver comprehensive troubleshooting and technical support for VTC/DVTC systems, rapidly resolving equipment failures and connectivity issues.
• Coordinate, schedule, and de‑conflict secure DIA JWICS Video Teleconferences to support seamless mission communications.
• Track, compile, and report monthly help desk performance metrics to ensure service level standards are met.
• Lead or support special projects and daily operations as directed by the site leadership to meet shifting mission requirements.

• High school diploma or equivalent and 3+ years of prior experience.
• Active DoD TS/SCI clearance required.
• Active IAT Level II baseline certification (CompTIA Security+ CE or equivalent) or higher must be held and maintained in accordance with DoD 8570.01‑M and DoD 8140.03 (DCWF) requirements.
• Microsoft Windows 10 MCP certificate of training.
• JWICS VTC scheduling experience.
• At least 2 to 4 years of prior professional IT and/or Help Desk experience.
• Direct experience working with Microsoft Office 365, Teams, Power Apps and related services.
• Basic knowledge of LAN/WAN and networking infrastructure.

• Prior JWICS VTC technical troubleshooting experience.
• Experience with ticketing systems, Service Now, Remedy, Solar Winds Web Help Desk, etc.
• Certifications/certificates of training including Microsoft 365 Certified Modern Desktop Administrator, CompTIA A+, CompTIA Network+, or ITIL.
• Previous experience supporting US Army clients and tactical/enterprise networks.