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Leidos · 8 hours ago

JBAB Executive Support Technician

Washington, DC

Full-time

Onsite

Mid, Senior Level

$52K/yr - $94K/yr

5+ years exp

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. They are seeking an Executive Support Technician to provide IT support services for senior officers at Joint Base Anacostia-Bolling, ensuring operational excellence and effective communication while troubleshooting complex technical issues.

ComputerGovernmentInformation ServicesInformation TechnologyNational SecuritySoftware

No H1B

Security Clearance Required

Responsibilities

Consistently uphold strict adherence to schedules, performance metrics, and standardized processes, while ensuring thorough and accurate ticket documentation

Demonstrate a commitment to operational excellence by meeting service-level agreements and optimizing workflow efficiency

Leverage advanced diagnostic skills to troubleshoot and resolve complex hardware and software issues, ensuring seamless coordination between end-users and cross-functional work centers

Act as a liaison to facilitate effective communication and problem resolution, optimizing system performance and user satisfaction

Participate in the evaluation of system configuration and software

IT Service Management through Remedy and ServiceNow

Experience with Remote Desktop, BEL Manage, and Bomgar

Self-motivated and proactive, with a demonstrated ability to excel in fast-paced, dynamic environments

Technically strong and able to make quick, sound decisions

Perform onsite analysis, diagnosis, and resolution of complex technical issues, recommending and implementing effective corrective solutions

Plan and implement system upgrades, evaluate hardware and software solutions, and ensure optimal network functionality

Work closely with Tier III engineers on incident response, configuration management, and ongoing network maintenance

Install, configure, and maintain LAN/WAN devices to support client infrastructure needs

Troubleshoot and resolve technical incidents, demonstrating strong diagnostic and problem-solving skills

Provide hands-on support to Tier III network engineers during incident resolution and project implementation

Manage inventory and coordinate network operations, including maintenance, repairs, and hardware/software upgrades

Handle incoming service requests via phone, email, instant message, and voicemail, ensuring timely and accurate response

Document all desktop equipment issues, including failures, repairs, installations, and removals, with a high degree of accuracy

Maintain detailed records of incident ticket updates and resolutions in the designated tracking system

Interface with third-party vendors and support providers when necessary to resolve equipment-related issues

Troubleshoot and resolve issues related to Common Access Cards (CACs), CAC readers, and PKI certificates

Address problems involving VPN connectivity, Microsoft Outlook, and general network access

Use Active Directory to manage and support user accounts, including permissions and group memberships

Qualification

DoD-8140 IAT Advanced certificationDesktop Support experienceWindows 11 troubleshootingServiceNow familiarityRemedy familiarityLAN/WAN device managementActive Directory managementRemote Desktop supportProblem-solving skillsCommunication skills

Required

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

Must have DoD-8140 IAT Advanced baseline certification (Security+ CE or higher)

Currently possess a DoD Secret Security Clearance or higher

5+ years of advanced experience in Desktop Support

Experience with diagnosing, troubleshooting, and repairing hardware and software issues within a Windows 11 environment. This includes in-depth knowledge of system configurations, security protocols, and optimizing performance across various devices

Familiarity with ServiceNow and/or Remedy

Familiarity with iPhone provisioning

Experience working with Senior Leaders