JOB DESCRIPTION:

The Defense Group of Leidos has an opening for Desktop Support Team Lead at the Pentagon.

Desktop Support Team Lead in support of the AFNCR IT Services program. 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 are: IT Operations and Maintenance; Plans, Projects, and Engineering. 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. Desktop Support is responsible for providing support, repair and/or installation support of existing and new hardware, software, network configurations and new system initiatives for all sites within the 300 mile radius of the NCR. Duties may include but are not limited to providing support in the Pentagon, assisting in the development and ensuring adherence to area-wide procedural/policy changes, and supporting continuity of operations (COOP) exercises and activations as needed.

PRIMARY RESPONSIBILITIES:

• Support customers at Pentagon.

• Lead a team of approximately 10 technicians in support of customer support needs.

• Ensure technicians on team are adhering to schedule; performance; process adherence; and ticket documentation requirements.

• Address any immediate customer issues and elevates any problems to the Desktop Support Manager to resolve any customer issues.

• Perform hardware and software diagnostics.

• Coordinate needed hardware and software repairs and resolve computer system problems including coordination between users. and components of a local area network. 

• Participate in the evaluation of system configuration and software.

• Work to achieve day-to-day objectives with moderate impact on the area/project team. 

• Work independently on larger, moderately complex projects/assignments and assist other technical staff with tasks and assignments as needed.

• Coordinate with the Communication Focal Point Manager any outages or issues with equipment other than the typical desktop issues. 

• IT Service Management through Remedy 9.0.  

• Professionally troubleshoot notebooks and desktops.

• Experience with Bomgar.

• Experience with BEL Manage.

• Self-Starter.

• Comfortable in a fast-paced environment.

• Technically strong and able to make quick, sound decisions.

BASIC QUALIFICATIONS:

• High School Diploma/GED with 5+ years of relevant experience.

• Must have DoD-8570 IAT Level 2 baseline certification (Security+ CE or higher). 

• Currently possess a DoD Secret security clearance or higher.

• 2+ years of Desktop Support experience to include troubleshooting and repairing of devices within a Windows 10 environment.

PREFERRED QUALIFICATIONS:

• Working knowledge of Remedy and building reports for SLA Management.

• Military experience and comfortable working with Senior Military Leaders in a faced paced environment.

• Associates degree in a related field.

PAY RANGE:

• $48,750.00 - $75,000.00 - $101,250.00

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.

One company, four key markets Our key lines of business — civil, defense, health, and intelligence — are rife with opportunity. With the Leidos Innovations Center (LInC) as the technology-driven core of our business we continue our tradition of solving the toughest scientific and engineering problems for customers. An expanded workforce and capabilities portfolio enables us to compete internationally and provide increased efficiency and affordability to customers. As we grow, we'll maintain our agile and creative reputation.