Desktop Support Technician

Description

Job Description:

At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers’ success. We empower our teams, contribute to our communities, and operate sustainably. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.

Leidos currently has an opening for a Desktop Support Technician to support the Digital Innovation for GSA Infrastructure Technologies (DIGIT) program at the GSA Regional Office Building in San Francisco, CA.

The Enterprise IT Service Desk (EITSD) Support subtask, supporting the Digital Innovation for General Services Administration (GSA) Infrastructure Technologies (DIGIT) task order, is relied upon to provide IT services that appropriately respond to the time-sensitive needs of customers, including Very Important Persons (VIPs) and executives, and provide prompt referrals and escalations to an appropriate IT support service option. The EITSD provides support to users of GSA’s internal infrastructure as well as applications and systems owned by various GSA Service and Staff Offices. The EITSD is the centralized POC for GSA end users and customers to report incidents, submit requests, seek advice, and register complaints about GSA’s IT infrastructure, applications, and programs supported in the environment.

As a Desktop Support Technician, your primary responsibility is ticket processing and resolution management, which includes detailed and clear documentation of the problems and the actions taken to resolve them. Customer service is key to this position. You will provide on site technical assistance to computer users by answering questions to resolve computer problems for the end user. Typical assistance concerns the use of computer hardware and software, to include printing, installation, word processing, electronic mail, and operating systems. This position is located onsite at the GSA Regional Office Building located at 50 United Nations Plaza 4th FLR., Room 4484, San Francisco, CA. 94102

This position shall perform the following (to include but not limited to) activities:

• Performs a variety of clerical and administrative duties pertinent to on site support.

• Responds to trouble tickets to resolve user problems.

• Provides technical support through phone, email, and instant message to users in the areas of password resets, e-mail, directories, standard MS Windows desktop applications, smartphones and network connectivity.

• Provides personal computer support problem analysis, and hardware/software installation and configuration.

• Interacts daily with customers to ensure productivity; provides individual feedback.

• Monitors team productivity and quality; provides individual feedback.

• Maintains an audit trail and statistical records of all problems and conditions reported by the client.

MINIMUM REQUIREMENTS:

• Associates Degree and a minimum of 2 years experience. Additional experience and/or relevant certifications will be considered in lieu of degree.

• At least one (1) year experience with Windows desktop support.

• Experience supporting industry standard software products.

• ITILv4 Foundation Certification obtained no later than 120 days after the hire date.

• Ability to obtain/maintain Public Trust Clearance.

PREFERRED EXPERIENCE:

• Familiarity with the following technologies: Windows, web browsers, and basic functions of Active Directory.

• Possess the ability to communicate in both oral and written forms, demonstrating an ability to communicate effectively with all levels of staff as well as clients.

• Contributes to deliverables and performance metrics.

• Must be willing to work a variety of shifts, including holidays as scheduled.

This role is covered by the Service Contract Act. The wage rate is predetermined for this position in San Francisco, CA at $26.84/hr.

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.