Desktop Support Technician – Routine Requirements - Military veterans preferred

Description

The AFNCR IT Services program provides support services for information systems for Headquarters Air Force (HAF), Air Force District of Washington (AFDW), Office of the Secretary of Defense (OSD), Joint Chiefs of Staff, and other Air Force activities within the AFNCR, missions to include the Pentagon, Joint Base Andrews (JBA), Joint Base Anacostia-Bolling (JBAB), and other locations, leased spaces, and alternate sites. The major support areas required are: IT Operations and Maintenance; Plans, Projects, and Engineering (PP&E); and National Military Command Center (NMCC). The senior leaders and national defense missions that are supported require that the AFNCR operations never fail, resulting in a fast-paced, challenging, but also rewarding environment.

Routine Requirements is divided into three teams to support the Pentagon, JBA, and JBAB. The Routine Requirements team will support all desktops and multi-functional devices at the Pentagon, JBA, JBAB, Alternate Sites, and Event/Conferences. Additionally, Routine Requirements handles new customer installs, small office moves, and technical refresh. Routine Requirements personnel are responsible for creating and maintaining a central repository for technical advice and solutions of network systems, software applications assistance, automatic data processing support, hardware exchange, and repair service support. Assisting with reporting network performance metrics using Remedy Action Reporting System. Utilize Remedy to enter, document, track, coordinate, route, resolve, and close user ticket(s)/work order(s). Work with HQ software license manager to prevent unlicensed software on the network.

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.

Basic Qualifications:

• 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.

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.

Benefits:

• Flexible schedule

Original Posting:

For U.S. Positions: 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.