Walkup Help Desk Desktop Specialist

Description

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 areasrequiredare:IT Operations and Maintenance; Plans, Projects, and Engineering (PP&E); and National Military Command Center (NMCC). 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.

Walkup Help Desk Desktop Specialistis responsible forbeing the face of the organization and providing world-class customer service to all personnel seekingassistance. They willattemptto repair, install, andconfigure;hardware, software, and network devices. Walkup Help Desk Desktop Specialist will direct customers to personnel and offices outside their area of responsibility and deploy and receive assets with ticket and work order numbers.

Walkup Help Desk Desktop Specialistare responsible forcreating andmaintaininga central repository for technical advice and solutions of network systems, software applicationsassistance, automatic data processing support, hardware exchange, and repair service support.Assistingwith reporting network performance metrics using Remedy Action Reporting System. Utilize Remedy to enter, document, track, coordinate, route, resolve, and close user ticket issues. Work with HQ software license manager to prevent unlicensed software on the network. Additionally,they willprovide non-secure and secure mobile device capability and support by coordinating with the Mobility Service Lead and customers within the AFNCR. They will work with the government and provide billing support and processing to the 844th Communications Group, 844th Communications squadron, and the Unit Resource Advisor's (URA).

Primary Responsibilities:

• Provide onsite analysis, diagnosis, and resolution of complex hardware and software issues for end-users, recommending and implementing effective solutions.

• Install, configure, test,maintain, monitor, and troubleshoot desktops, laptops, printers, and peripheral devices to meet established service level agreements (SLAs).

• Support over 1,800 mobile devices within the Pentagon, ensuring seamless support and service delivery.

• Oversee the migration, configuration, and distribution of mobile devices as part of the organization's transition to Microsoft Intune mobile device management (MDM).

• Analyze technical data and user-reported issues to troubleshoot and resolve hardware and software problems on iOS and Android platforms.

• Coordinate with multiple Air Force National Capital Region (AFNCR) offices to address billing inquiries, manage device lifecycles, and support evolving mobile device requirements.

• Manage, update, and troubleshoot end-user software applications, including Microsoft Office, VPN clients, security tools, and custom business applications.

• Serve as a point of contact for incoming support requests via phone, email, instant messaging, and voicemail; ensuretimelyandaccurateissue resolution.

• Coordinate with third-party vendors and OEM support teams for escalated hardware and software issues when necessary.

• Diagnoseandresolveissues related to Common Access Cards (CAC), CAC readers, and PKI certificates.

• Utilize Active Directory for account creation, password resets, group membership updates, and access rights management.

• Support imaging, deployment, and replacement of user devices across the enterprise.

Basic Qualifications:

• High School Diploma or equivalent and a minimum of 5 years of relevant IT support experience,additionalyears of experience will be accepted in lieu of a degree.

• Active DoD Secret Security Clearance.

• Current CompTIA Security+ certification (DoD 8570 IAT Level II compliant).

• Hands-on experience with ServiceNow, Remedy, or similar ITSM platforms.

• Proven experience delivering customer-facing support in a professional, high-paced environment.

• Working knowledge of Layer 1 networking components (CAT5/CAT6 cabling,single-mode/multi-mode fiber, serial connections, SFP modules).

• Experience supporting Windows OS, Microsoft Office, and basic network troubleshooting.

• Familiarity with mobile device provisioning and management (e.g., iPhones, iPads).

• Experience troubleshooting and supporting CAC authentication, DoD-approved VPN clients, and DoD networks.

• Strong verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users.

• Ability to work independently and within a team to resolve issues and complete tasks.

• Willingness to support occasional after-hours work andparticipatein an on-call rotation, if needed.

Preferred Qualifications:

• Strong communicationskills (both verbal and written).

• Comfortablediscussing technical information with users and other support personnel.

• Ability to quickly learn new systems and IT concepts.

• Strong problem solving and decision-making skills.

• Ability to work autonomously as well as an integral member of a team.

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.