Desktop Support Technician

Mid-Level Desktop Support Technician

Leidos is seeking a Mid-Level Desktop Support Technician to support a government site at Carderock, MD as one of the key members of the Field Services team. The candidate will be responsible for direct desk-side support to the customer, troubleshooting and repairing IT devices.

The work location for this position will be at a government site and will require the ability to:

• Must be able to lift and carry 50 lbs. for up to a 100 feet at a time; must be able to lift 25 lbs. vertically using ladders.
• Must be able to work in confined spaces, such as raised floors or communications closets; must be able to work in noisy environments, such as data centers and operations centers; must be able to stand or sit for 8 hours at a time.
• Must be able to utilize basic hand tools such as screwdrivers and wrenches while rack mounting active and passive equipment using small screws and brackets.
• Must have normal color vision to identify different colors of wires and cables; must have correctable vision to 20/20 or better so you can see objects and information displayed in schematics, test equipment, and computer monitors; must have depth perception to be able to judge distance between objects to work safely on ladders and in confined spaces; must be able to use and read digital test equipment such as OTDR (optical time-domain reflectometer).
• Must be able to drive personal or corporate vehicle (depending on availability) to different locations to work on projects and troubleshoot issues; valid state license required.

What You'll Get to Do:

• Manage the resolution of customer tickets according to established Service Level Requirements (SLRs).
• Ensure proper ticket-handling according to guidelines set in place.
• Properly troubleshoot and resolve user computer issues including hardware and software-related concerns.
• Ensure customer related tasks are completed within the timeline set.
• Troubleshoot and resolve local and networked Multi-Function Devices, printers, and other hardware components.
• Assist other technicians in resolving complex issues.

You'll Bring These Qualifications:

• Must be a US Citizen and possess a DoD Secret Clearance.
• HS diploma with 4+ years of prior relevant experience, additional related education or certifications may be considered in lieu of experience.
• Valid DoD 8570 IAT Level II: Security+ or higher Certification.
• Must 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.

These Qualifications Would be Nice to Have:

• Organized and detail-oriented.
• Strong leadership skills.
• Self-motivated/ self-directing.
• Strong collaboration, prioritization, and adaptability skills required. Relationship building.
• Ability to manage and prioritize own work, and that of their team.
• Independent decision making.
• Analytical thinking; thinking out of the box.
• Ability to effectively communicate with all organizational levels (SME to Senior Management).
• Ability to analyze problems at various levels (e.g. detail level, overall organizational impact, etc.).

Pay Range: $35.00 - $38.00/hourly rate.