Desktop Support Technician

Desktop Support Technician

Requirements

• Requires BS and 4+ years of prior relevant experience or Masters with 2+ years of prior relevant experience, additional years of experience will be accepted in lieu of a degree.
• 5 years of experience in computer networking, which can be a combination of work history and education
• Active CompTIA Security+ certification
• Possess an active DoD Secret security clearance
• Proven ability to thrive both independently and as part of a collaborative team environment.
• Hands-on experience with IT service management tools such as ServiceNow and/or Remedy.
• Practical knowledge of Layer 1 network infrastructure, including CAT5/6 cabling, single-mode/multi-mode fiber, serial connections, and SFP modules.
• Demonstrated experience supporting and communicating effectively with senior leadership and executive stakeholders.

Responsibilities

• Perform onsite analysis, diagnosis, and resolution of complex problems for customers and recommend/implement corrective solutions.
• Collaborate with LAN technicians/network administrators to ensure efficient operation of the organization’s desktop computing environment.
• The Tier II Technician at Leidos is responsible for supporting computer data communications systems and understanding computer networks and routing.
• This role involves planning and implementing upgrades, analyzing hardware and software solutions, and ensuring effective network operations.
• The technician will work closely with Tier III engineers and will be involved in incident management, configuration management, and network maintenance.
• Support the installation and maintenance of client LAN/WAN devices.
• Respond to and resolve incidents, demonstrating troubleshooting skills.
• Complete assigned tasks within Service Level Objectives/Agreements (SLOs/SLAs).
• Draft and implement standard network change requests.
• Provide support to Tier III network engineers for incident management and projects.
• Conduct inventory and coordinate network operations, maintenance, repairs, or upgrades.
• Understand layer 2 switching, including VLANs and port security.
• Where required, administer and resolve issues with associated end-user workstation software products.
• Receive and respond to incoming calls, e-mails, instant messages, and voicemails.
• Accurately document instances of desktop equipment or component failure, repair, installation, and removal.
• Accurately document and update all assigned incident tickets.
• If necessary, liaise with third-party support and PC equipment vendors.
• Analyze, identify and resolve Common Access Cards and CAC Readers/PKI certificate troubleshooting.
• Analyze, identify, resolve VPN, outlook, and network access issues.
• Utilize Active Directory to manage user’s accounts.

Preferred Qualifications

• Strong communication skills (both verbal and written).
• Comfortable discussing technical information with users and other support personnel
• Strong problem solving and decision-making skills.
• Ability to work autonomously as well as an integral member of a team.
• Pentagon experience to include working with DISA JSP and Whitelisting.