Senior Desktop Support Technician

Leidos is hiring a Sr-level Desktop Support Technician for an onsite role in Portsmouth, VA. You will provide direct desk-side support in a government environment, troubleshoot and repair IT devices, and help deliver timely service for Navy and enterprise customers. The position offers competitive hourly pay ($26 to $32 per hour) and a benefits package focused on long-term wellbeing and stability, including Health and Wellness programs, Income Protection, Paid Leave, and Retirement.

What you’ll do

• Troubleshoot and resolve user computer issues, including hardware and software-related concerns
• Support advanced problem-solving by assisting junior technicians with complex issues
• Manage customer tickets and drive resolutions in alignment with Service Level Requirements (SLRs)
• Identify and complete customer requirements and guidelines within the customer-defined timelines
• Assist other teams with troubleshooting and resolution for local and network-connected MFDs and printers
• Support troubleshooting and resolution for Voice over Internet Protocol (VoIP) and Video Teleconference (VTC) issues
• Deliver premier support by working directly with VIP and executive-level customers

Requirements

• US Citizen
• DoD Secret Clearance
• HS diploma and 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
• Demonstrated expertise in IT Enterprise Operations
• Experience with Microsoft Windows OS, version 10
• 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

Working environment and physical requirements

• Lift and carry 50 lbs for up to 100 feet; must be able to lift 25 lbs vertically using ladders
• Ability to work in confined spaces such as raised floors or communications closets, and in noisy environments such as data centers and operations centers
• Ability to stand or sit for 8 hours at a time
• Use basic hand tools (including screwdrivers and wrenches) while rack mounting active and passive equipment using small screws and brackets
• Correctable vision to 20/20 or better to view schematics, test equipment, computer monitors, and digital test equipment such as OTDR (optical time-domain reflectometer)
• Ability to identify different colors of wires and cables and judge distance for safe ladder and confined-space work
• Drive personal or corporate vehicles to different locations as needed to work on projects and troubleshoot (valid state license required)

Technologies you’ll work with

• Microsoft Windows OS (Windows 10)
• HP Service Manager and Remedy
• Security+
• OTDR (optical time-domain reflectometer)

Preferred qualifications

• Organized and detail-oriented
• Strong leadership and collaboration skills
• Self-motivated and self-directing
• Strong prioritization, adaptability, and relationship-building abilities
• Ability to manage and prioritize own work and that of their team
• Independent decision making and analytical thinking
• Ability to effectively communicate from subject matter experts to senior management
• Ability to analyze problems at multiple levels, including detail and overall organizational impact