Desktop Support - Mobility Communications Technician

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 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.

The Desktop Support/Mobility Communications Technician will be responsible for being the face of the organization and providing world-class customer service to all personnel seeking assistance. They will attempt to repair, install, and configure; hardware, software, and network devices. Additionally, they will they will provide 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).

Furthermore, these technicians 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. They will also assist with reporting network performance metrics using Remedy Action Reporting System. Utilize Remedy to enter, document, track, coordinate, route, resolve, and close user ticket issues.

Primary Responsibilities:

• Support 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.

• Provide regular updates to key stakeholders on program progress, risks, and roadblocks, and offer strategic recommendations to meet deliverable deadlines, including Contract Data Requirements Lists (CDRLs).

• 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).

• Collaborate closely with network administrators and LAN/WAN teams to ensure seamless integration and optimal performance of desktop systems within the enterprise network.

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

• Serve as a primary point of contact for incoming support requests via phone, email, instant messaging, and voicemail; ensure timely and accurate issue resolution.

• Log, track, and document detailed troubleshooting steps, issue resolutions, and ticket status using IT service management tools such as ServiceNow or Remedy.

Basic Qualifications:

• Requires a High School Diploma and a minimum of 5 years of experience, additional years of experience will be accepted in lieu of a degree.

• Active DoD Secret Security Clearance.

• Current CompTIA Security+ Certification.

• Understanding of Wi-Fi topography and wireless network configurations.

• Familiarity with IT service management tools such as ServiceNow and/or Remedy.

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

• 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).

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

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

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

Preferred Qualifications:

• Proficient in various mobile device management (MDM) platforms (Intune, Mobile Iron, Blackberry Unified Endpoint Management).

• Proficient in Apple Business Manager.

• At least one year of experience using DISA Storefront in submitting and managing orders.

• Experience with DoD Mobility Classified Capability and WINDAR devices.

• Experience working in the National Capital Region (The Pentagon, Joint Base Andrews (JBA), and Joint Base Anacostia-Bolling (JBAB).

• Strong communication skills (both verbal and written).

• Comfortable discussing technical information with users and other support personnel.

• 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.