Deskside IT Support Specialist (Tier 1/2)

00100 LEIDOS, INC.; Bethesda (MD); On-site; USD 73,000 - 133,000; Full time

Job summary

Leidos is seeking a Tier 1/2 Service Desk / Deskside Support Administrator to assist NDOC in a highly secure environment in Bethesda, MD. The role involves first-line technical support across multiple channels, incident documentation, and escalation of complex issues to higher tiers.

The on-site shift runs 0600–1800, Monday through Friday. The candidate should have a DoD 8570 IAT Level II certification or equivalent and US citizenship.

Qualifications

• Bachelor's degree with 4+ years of relevant experience is required or equivalent experience considered.
• Experience in a Service Desk, Help Desk, or Deskside Support environment.
• Experience with Microsoft Windows desktop operating systems and troubleshooting.
• Experience creating and managing user accounts in Microsoft Active Directory.
• Experience with ITSM platforms (ServiceNow, Remedy) and standard IT security practices.

Responsibilities

• Serve as the first point of contact for requests via phone, email, chat, walk-up, and remote support.
• Provide timely, professional support to maintain high customer satisfaction.
• Troubleshoot workstation, software, OS, printer, and peripheral issues.
• Install, configure, and relocate end-user equipment and peripherals.
• Manage user accounts in Active Directory (create, modify, unlock, password resets).
• Assist with authentication issues and domain join operations.
• Document incidents and resolutions in the ITSM system.
• Escalate more complex incidents to higher-tier teams as needed.
• Participate in team meetings and continuous improvement activities.

Skills

Customer service

Analytical thinking

Communication skills

Prioritization

Independent work

Education

Bachelor's degree with 4+ years of relevant experience

Tools

Active Directory

ServiceNow

Remedy

Windows OS

Job description

Leidos is seeking a Tier 1/2 Service Desk / Deskside Support Administrator to assist NDOC in a highly secure environment in Bethesda, MD. The role involves first-line technical support across multiple channels, incident documentation, and escalation of complex issues to higher tiers.

The on-site shift runs 0600–1800, Monday through Friday. The candidate should have a DoD 8570 IAT Level II certification or equivalent and US citizenship.