Desktop Support Technician

Description

The Digital Sector at Leidos has a career opportunity for a Desktop Support Technician in support of the Air Force National Capital Region (AFNCR) IT Services program at The Pentagon.

Unleash Your Potential

The Leidos Digital Sector provides a diverse portfolio of systems, solutions, and services covering land, sea, air, space, and cyberspace for customers worldwide. Solutions for Defense include enterprise and mission IT, large-scale intelligence systems, command and control, geospatial and data analytics, cybersecurity, logistics, training, and intelligence analysis and operations support. Our team is solving the world's toughest security challenges for customers with "can't fail" missions.

If this sounds like an environment where you can thrive, keep reading!

The AFNCR IT Services program provides comprehensive support services for information systems across the Department of the Air Force (DAF), including the United States Air Force (USAF), the United States Space Force (USSF), Headquarters Air Force (HAF), and Air Force District of Washington (AFDW), as well as other geographically separated units (GSUs) activities within the National Capital Region. The primary mission environment is centered at the Pentagon. Key functional areas include IT Operations and Maintenance; Plans, Projects, and Engineering (PP&E); and the National Military Command Center (NMCC). The senior military leadership, civilian executives, and national defense missions supported demand that operations never fail, creating a fast-paced, high-tempo, and mission-critical environment.

Summary

As a Desktop Support Technician, you will serve as the primary face of the organization, delivering world-class technical support and customer service to military personnel, executive leadership, and civilian staff. Technicians are responsible for onsite installation, diagnosis, configuration, maintenance, and repair of enterprise hardware, operating systems, software applications, and network peripherals. In addition, technicians support walk-up customer assistance centers, deploy and receive IT assets, maintain detailed service records in Remedy/ServiceNow, support software license compliance, and support personal wireless communications systems (PWCS), and coordinate with unit resource advisors to provide support for enterprise mobile devices, wireless endpoints, and PWCS equipment.

Primary Responsibilities:

End-User & Executive Support:

• Provide direct, onsite technical analysis, diagnosis, and resolution of complex hardware, software, and peripheral issues for end-users and executive customers across the Pentagon complex.

Hardware & Systems Deployment:

• Install, configure, image, test, maintain, and troubleshoot desktop systems, laptops, docking stations, monitors, network printers, scanners, and peripheral equipment in accordance with established Service Level Agreements (SLAs).

Personal Wireless Communications Systems (PWCS) & Mobility Support:

• Support the provisioning, issuance, receipt, and Tier-1 troubleshooting of Personal Wireless Communications Systems (PWCS) assets, enterprise cellular devices, wireless endpoints, and secure mobile capabilities.
• Partner with the PWCS Lead and Mobility team to support device migrations, asset audits, lifecycle refreshes, and battery/accessory management.
• Assist end users with wireless device setup, multi-factor authentication, network connectivity, and basic profile configuration.

Customer Walk-Up & Ticket Operations:

• Staff the walk-up customer support center, promptly deploying and receiving IT assets with accurate ticket tracking and work order documentation.
• Utilize the Remedy Action Request System (and/or ServiceNow) to log, document, categorize, prioritize, route, track, resolve, and close customer incident tickets and service requests.
• Contribute to and maintain a central technical repository/knowledge base of standard operating procedures, recurring issues, and troubleshooting guides.

Account & Identity Management:

• Diagnose and resolve Common Access Card (CAC) authentication, middleware, card reader, and PKI digital certificate issues. Utilize Active Directory to perform user account management, password resets, security group assignments, and access control adjustments.

Software & Application Support:

• Manage, update, and troubleshoot client software applications-including Microsoft Office /
• Microsoft 365 apps, secure DoD-approved VPN clients, virtual desktop environments, enterprise security tools, and approved third-party software. Coordinate with HQ software license managers to ensure network software compliance.

Network & Layer 1 Connectivity:

• Troubleshoot workstation and device network connectivity, including Layer 1 physical patching (CAT5e/CAT6, single-mode/multi-mode fiber, transceivers/SFP modules), Wi-Fi connectivity issues, IP configuration, and basic switch port/VLAN troubleshooting.
• Vendor Escalation: Coordinate with third-party vendors and OEM technical support teams to resolve complex, warranty, or escalated hardware/software discrepancies.

Basic Qualifications:

• Requires a High School Diploma or equivalent and a minimum of 5+ years of relevant IT desktop/technical support experience (additional years of relevant experience or an Associate's/Bachelor's degree in an IT field will be accepted in lieu of experience).

Security Clearance:

• Active DoD Secret security clearance.
• Certification: Current CompTIA Security+ CE certification (or equivalent DoD 8140/8570.01-M IAT Level II baseline certification).

Technical Experience:

• Proven experience troubleshooting Windows operating systems (Windows 10/11 Enterprise), Microsoft 365/Office suite, DoD security baselines, and commercial desktop applications.
• Experience with Active Directory administration, account unlocking, and permissions management.
• Hands-on experience troubleshooting PKI certificates, CAC/Smart Card middleware, and DoD-approved secure VPN solutions.
• Solid working knowledge of Layer 1 physical cabling (CAT5/CAT6, fiber optic patch cables, RJ-45 terminations) and basic LAN/WLAN connectivity troubleshooting.
• Familiarity with Personal Wireless Communications Systems (PWCS), wireless hardware, and mobile device enrollment/configuration (iOS/Android).

Service Management:

• Hands-on experience logging, escalating, and closing incident and work order tickets using Remedy, ServiceNow, or equivalent ITSM platforms.

Professionalism:

• Proven ability to deliver polished, customer-facing technical support in a high-tempo, professional executive or military environment.

Availability:

• Willingness to support occasional after-hours scheduled maintenance or participate in an on-call rotational schedule if required.

Work Environment & Physical Demands:

Physical Demands:

• Must be able to lift, move, unbox, and position IT equipment (monitors, desktops, docking stations, peripherals, and UPS units) weighing up to 40 lbs.

Mobility:

• Must be capable of traversing Pentagon rings, corridors, and secure spaces on a daily basis to support customer requirements.

Work Location:

• 100% onsite at the Pentagon, Arlington, VA, due to the classified and hands-on nature of the systems supported.

Preferred Qualifications:

• Prior experience supporting IT operations in the National Capital Region (Pentagon, Joint Base Andrews, or Joint Base Anacostia-Bolling) or within an Air Force Communications Focal Point (CFP) / military command center.
• Experience supporting Personal Wireless Communications Systems (PWCS) asset tracking, property accountability, and user provisioning.
• Experience deploying operating system images using Microsoft Endpoint Configuration Manager (MECM/SCCM) or modern imaging tools.
• Experience supporting mobile device management (MDM) platforms such as Microsoft Intune.
• Strong interpersonal, verbal, and written communication skills with the ability to clearly translate complex technical solutions to senior military and civilian leaders.
• Strong analytical, troubleshooting, and problem-solving abilities.
• Ability to work effectively both independently and as a collaborative member of an integrated technical support team.

#AFNCR

If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo - because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 - and moving faster than anyone else dares.

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.

The Leidos pay range for this job level is a general guideline onlyand 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.

About Leidos

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com.

Pay and Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at www.leidos.com/careers/pay-benefits.

Securing Your Data

Beware of fake employment opportunities using Leidos' name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system - never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at LeidosCareersFraud@leidos.com.

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.