Senior Desktop Support Technician

Description

The Leidos Digital Modernization sector has a career opportunity for a Senior Desktop Support Technician to support the Cyber Support Center within Air Force National Capital Region IT Services program.

The 744th Communications Squadron supports the Air Force District of Washington (AFDW) 844TH Communications Group (844CG) in day-to-day operations of the IT Field Operations arena, supporting 7000 users and mission-critical systems out of Joint Base Andrews (JBA) reaching cross unclassified and classified enclaves. The IT enterprise spans both unclassified and classified enclaves across three primary bases – the Pentagon, Joint Base Andrews (JBA) and Joint Base Anacostia-Bolling (JBAB) – and numerous remote sites. The IT enterprise includes all typical services – end user workstations, mobile devices, email, applications, servers, storage, virtualization, databases, network, and security – including both organic and externally-supplied services from higher-level AF or DOD service providers.  

The Cyber Support Center (CySC) is seeking a Senior Desktop Support Technician to support a government site in MD as one of the key members of the Continuity of Operations team supporting the USAF. The candidate will be responsible for at times, direct desk-side, basic network support to the customer, as well as IT operations and ensure the continuity of IT.
The work location for this position will be at Joint Base Andrews.

If this sounds like the kind of environment where you can thrive, keep reading!

The Leidos Digital Modernization Sector provides a diverse portfolio of systems, solutions, and services covering land, sea, air, space, and cyberspace for customers worldwide. Solutions for Defense include enterprise and mission IT, large-scale intelligence systems, command and control, geospatial and data analytics, cybersecurity, logistics, training, and intelligence analysis and operations support. Our team is solving the world’s toughest security challenges for customers with “can’t fail” missions. 

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Primary Responsibilities:

• Oversee day-to-day IT service operations, ensuring compliance, mission effectiveness, and cyber resilience. 

• Coordinate and collaborate with various teams, including government and interagency partners, to support seamless IT operations. 

• Ensure IT service operation efforts are aligned with Continuity of Operations (COOP) strategies and enable effective command and control for DoDIN operations. 

• Implement proactive configuration management processes to maintain data integrity and operational effectiveness. 

• Utilize sensors and data-centric processes to drive decision-making and proactive service improvements. 

• Support defense across the AOR’s to protect IT assets and ensure mission continuity. 

• Drive continual service improvement (CSI) by optimizing IT services, aligning with DoD best practices, and implementing industry standards. 

• Report service status and performance metrics to leadership and recommend improvements to enhance operational efficiency. 

• Coordinate with personnel to ensure appropriate training and knowledge sharing on IT and cybersecurity best practices.

• Support remote exercise activities as the mission dictates in like home base capacity.

• Properly troubleshoot and resolve user computer issues including hardware and software-related concerns.

• Manage the resolution of customer tickets according to established Service Level Requirements (SLRs).

• Ensure customer requirements and guidelines are identified and completed within the timeline set by the customer.

• Assist other teams to troubleshoot and resolve local and network-connected MFD/printers.

• Assist other teams in troubleshooting and resolving Voice over Internet Protocol (VoIP) and Video Teleconference (VTC) issues.

• Work directly with VIP and executive-level customers to provide premier computer and network support.

• Build and mature the relationship with your IT customer, understanding the mission and your role in supporting operational requirements of that mission.

Required Qualifications:

• Requires a Bachelors degree and 4+ years of prior relevant experience or Masters with 2+ years of prior relevant experience, additional years of relevant experience may be accepted in lieu of a degree.

• Currently possess a DoD Secret security clearance with the ability to obtain a Top Secret in the future.

• Currently possess a minimum DOD 8570 IAT Level II certification for example Security+ CE.

• Experience writing strong technical support/triage documentation.

• Experience reviewing system events and performing triage to determine impact and urgency.

Preferred Qualifications:

• Experience working with ITSM tools, especially Remedy- Experience working in a military command or operations center.

• 2+ years' experience with switches and routers.

• Any associated DoD 8140 compliant certifications. 

Original Posting Date:

While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range:

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.