Desktop Support Technician

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.

As a Desktop Support Technician, you will serve as the primary face of the organisation, delivering world-class technical support and customer service to military personnel, executive leadership, and civilian staff.

Primary Responsibilities:

• 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.
• 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).
• 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.
• Staff the walk-up customer support center, promptly deploying and receiving IT assets with accurate ticket tracking and work order documentation.
• Utilise the Remedy Action Request System (and/or ServiceNow) to log, document, categorise, prioritise, route, track, resolve, and close customer incident tickets and service requests.
• Diagnose and resolve Common Access Card (CAC) authentication, middleware, card reader, and PKI digital certificate issues.
• 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.
• 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.

Basic Qualifications:

• Requires a High School Diploma or equivalent and a minimum of 5+ years of relevant IT desktop/technical support experience.
• Active DoD Secret security clearance.
• Current CompTIA Security+ CE certification (or equivalent DoD 8140/8570.01-M IAT Level II baseline certification).
• 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.

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