Desktop Support Technician

Desktop Support Technician at Leidos, onsite in Washington, DC, provides desktop hardware and software support and IT operations for the AFNCR mission within a 300-mile radius of the National Capital Region, with team leadership and project coordination responsibilities.

Responsibilities

• Lead and mentor the team at Joint Base Anacostia-Bolling, guiding the resolution of hardware and software problems in a Windows 11 environment.
• Demonstrate strong customer service while coaching and developing junior staff to elevate technical skills and promote best practices.
• Maintain strict adherence to schedules, performance metrics, and standard processes, ensuring complete and accurate ticket documentation.
• Drive operational excellence by meeting service level agreements and optimizing workflow efficiency.
• Use advanced diagnostic techniques to troubleshoot intricate hardware and software issues, coordinating smoothly between end users and cross-functional teams.
• Serve as a liaison to promote clear communication and issue resolution, enhancing system performance and user satisfaction.
• Independently handle larger, moderately complex projects and assignments, applying strong problem-solving abilities and strategic thinking.
• Collaborate with other technical staff, offering mentorship and support to achieve successful outcomes.
• Contribute to evaluating system configurations and software.
• Coordinate outages or issues with equipment beyond standard desktop scope with the Communication Focal Point Manager.
• Manage IT service operations through Remedy and ServiceNow.
• Proficient with Remote Desktop, BEL Manage, and Bomgar tools.
• Self-motivated and proactive, capable of thriving in fast-paced, dynamic environments.
• Maintain strong technical judgment and the ability to make quick, sound decisions.

Requirements

• High School Diploma or GED with at least 5 years of relevant experience.
• DoD 8140 IAT Advanced baseline certification (Security+ CE or higher) required.
• At least 5 years of advanced desktop support experience.
• Experience diagnosing, troubleshooting, and repairing hardware and software in a Windows 11 environment, including knowledge of system configurations, security protocols, and performance optimization across devices.
• Active DoD Secret Security Clearance or higher.

Technologies

• Remedy
• ServiceNow
• Remote Desktop
• BEL Manage
• Bomgar
• Windows 11

Benefits

• Competitive compensation
• Health and Wellness programs
• Income Protection
• Paid Leave
• Retirement