Description
Executive Support - Desktop Support Technician II
Job Summary:
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 areas required are: 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.
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Executive Support Specialist is responsible for providing AF Senior Officers client sight service, repair and/or installation support of existing hardware, software, network configurations and new system initiatives for all sites within area of responsibility. Duties may include providing roving site support services as well as assisting in the development and ensuring adherence to area-wide procedural/policy changes.
Executive Support is divided into three teams to support the Pentagon, JBA, and JBAB. The Executive Support team will support all desktops and multi-functional devices at the Pentagon, JBA, JBAB, Alternate Sites, and Event/Conferences. Additionally, Executive Support handles routine requirements, like new customer installs, small office moves, and technical refresh. Desktop Support handles approximately 18,000 NIPR desktops, laptops, and tablets/iPads and iPhones; approximately 3,500-4,000 SIPR desktops; and all printers connected to the AFNCR network. Executive Support personnel are responsible for creating and maintaining a central repository for technical advice and solutions of network systems, software applications assistance, automatic data processing support, hardware exchange, and repair service support. Assisting with 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
Responsibilities:
- Perform onsite analysis, diagnosis, and resolution of complex technical issues, recommending and implementing effective corrective solutions.
- Collaborate with LAN technicians and network administrators to maintain the stability and performance of the desktop computing environment.
- Support computer data communications systems, with a solid understanding of networking principles and routing concepts.
- 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.
- Ensure timely completion of tasks in accordance with Service Level Objectives/Agreements (SLOs/SLAs).
- Create and execute standard network change requests as part of scheduled maintenance or project work.
- 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.
- Demonstrate working knowledge of Layer 2 switching concepts, including VLAN configuration and port security.
- Support end-user workstation software, resolving issues as needed to maintain productivity.
- 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.
Basic Qualifications:
- 5 years of experience in computer networking, which can be a combination of work history and education
- Compliance with Department of Defense (DoD) 8570 Information Assurance Technical (IAT) Level 2.
- Possess an active DoD Secret security clearance.
- Ability to work independently and in a collaborative environment
- Familiarity with ServiceNow and/or Remedy
- Familiarity with iPhone provisioning
- Layer 1 network experience (CAT5/6, SM/MM Fiber, Serial cables, SFP)
- Experience working with Senior Leaders
Preferred Qualifications:
- Strong communication skills (both verbal and written).
- Comfortable discussing technical information with users and other support personnel.
- Strong problem solving and decision-making skills.
- Ability to work autonomously as well as an integral member of a team.
- Pentagon experience to include working with DISA JSP and Whitelisting.
Benefits:
- Flexible schedule
Original Posting:
May 28, 2025
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.
Pay Range:
Pay Range $50,700.00 - $91,650.00
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.