Desktop Support Technician

Leidos is seeking a Desktop Support Technician to deliver onsite technical support and customer service for the Air Force National Capital Region (AFNCR) IT Services program at The Pentagon.

Responsibilities

• Provide onsite technical analysis, diagnosis, and resolution for complex hardware, software, and peripheral issues for end-users and executive customers across the Pentagon complex.
• Install, configure, image, test, maintain, and troubleshoot desktop systems, laptops, docking stations, monitors, network printers, scanners, and related peripheral equipment in line with established SLAs.
• Support provisioning and issuance of Personal Wireless Communications Systems (PWCS) assets, including Tier-1 troubleshooting of enterprise cellular devices and wireless endpoints.
• Coordinate with the PWCS Lead and Mobility team for device migrations, asset audits, lifecycle refreshes, and battery/accessory management.
• Assist users with wireless device setup, multi-factor authentication, network connectivity, and basic profile configuration.
• Staff the walk-up customer support center, deploying and receiving IT assets with accurate ticket tracking and work order documentation.
• Use Remedy Action Request System and/or ServiceNow to log, document, categorize, prioritize, route, track, resolve, and close incident tickets and service requests.
• Maintain a central technical repository/knowledge base with standard operating procedures, recurring issue documentation, and troubleshooting guides.
• Diagnose and resolve Common Access Card (CAC) authentication issues, including middleware, card reader, and PKI digital certificate problems.
• Use Active Directory for user account management, password resets, security group assignments, and access control adjustments.
• Troubleshoot client applications, including Microsoft Office / Microsoft 365, DoD-approved secure VPN clients, virtual desktop environments, enterprise security tools, and approved third-party software.
• Coordinate with HQ software license managers to maintain network software compliance.
• Troubleshoot workstation and device network connectivity, including Layer 1 physical patching (CAT5e/CAT6, single-mode/multi-mode fiber, transceivers/SFP modules), Wi-Fi troubleshooting, IP configuration, and basic switch port/VLAN troubleshooting.
• Coordinate with third-party vendors and OEM technical support teams to resolve complex, warranty, or escalated hardware/software discrepancies.
• Deliver world-class technical support and customer service to military personnel, executive leadership, and civilian staff.

Requirements

• Education: High School Diploma or equivalent.
• Experience: Minimum 5+ years of relevant IT desktop/technical support experience (additional years accepted; Associate’s/Bachelor’s in IT accepted in lieu of experience).
• Clearance: Active DoD Secret security clearance.
• Certification: Current CompTIA Security+ CE (or equivalent DoD 8140/8570.01-M IAT Level II baseline certification).
• Proven Windows troubleshooting experience (Windows 10/11 Enterprise) and support for Microsoft 365/Office, DoD security baselines, and commercial desktop applications.
• Experience with Active Directory administration, account unlocking, and permissions management.
• Hands-on PKI and CAC/Smart Card middleware troubleshooting, plus experience with DoD-approved secure VPN solutions.
• Knowledge of Layer 1 cabling (CAT5/CAT6, fiber optic patch cables, RJ-45 terminations) and basic LAN/WLAN connectivity troubleshooting.
• Familiarity with PWCS, wireless hardware, and mobile device enrollment/configuration (iOS/Android).
• Experience using Remedy, ServiceNow, or equivalent ITSM tools to log, escalate, and close incident/work order tickets.
• Ability to provide polished, customer-facing support in a high-tempo executive or military environment.
• Willingness to support occasional after-hours scheduled maintenance and/or an on-call rotation if required.
• Ability to lift, move, unbox, and position IT equipment (up to 40 lbs) including monitors, desktops, docking stations, peripherals, and UPS units.
• Daily capability to traverse Pentagon rings, corridors, and secure spaces.
• Work location: 100% onsite at the Pentagon, Arlington, VA.

Technologies

• Remedy Action Request System
• ServiceNow
• Windows 10/11 Enterprise
• Microsoft Office
• Microsoft 365 apps
• Active Directory
• Common Access Card (CAC)
• PKI
• CAC/Smart Card middleware
• DoD-approved VPN clients
• Virtual desktop environments
• MFA (multi-factor authentication)
• CAT5e, CAT6, CAT5
• RJ-45
• Single-mode/multi-mode fiber
• Transceivers/SFP modules
• Wi-Fi
• IP configuration
• Switch port/VLAN troubleshooting
• CompTIA Security+ CE
• DoD 8140
• DoD 8570.01-M

Benefits

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

Preferred Qualifications

• Prior IT operations support experience in the National Capital Region (Pentagon, Joint Base Andrews, or Joint Base Anacostia-Bolling) or within an Air Force Communications Focal Point (CFP) / military command center.
• Experience supporting PWCS asset tracking, property accountability, and user provisioning.
• Experience deploying operating system images using Microsoft Endpoint Configuration Manager (MECM/SCCM) or other modern imaging tools.
• Experience with mobile device management (MDM) platforms such as Microsoft Intune.
• Strong interpersonal, verbal, and written communication skills for explaining complex technical solutions to senior military and civilian leaders.
• Strong analytical, troubleshooting, and problem-solving abilities.
• Ability to work independently and collaboratively within an integrated technical support team.

Pay Range

• $52,000.00 - $94,000.00 per year