On-Site AV & IT Service Desk Engineer

Via Logic LLC; Washington (District of Columbia); On-site; USD 83,000 - 149,000; Full time

Benefits offered by this job

PTO (3 weeks)

11 paid holidays

Medical & Dental

401K

Life Insurance

AD&D

Voluntary Disability

Training

Stock Purchase

Job summary

Leidos is seeking a Service Desk Engineer to support the ARPA-H program in the DMV area, on-site. The role requires exceptional customer engagement, communication, and technical skills with experience in resolving IT issues and performing root-cause analysis.

You will work as a technical SME across Windows, Mac, M365, and other tools, ensuring ticketing processes are followed and service levels are met. A Public Trust Clearance is required or able to obtain one.

Qualifications

• Bachelor's degree and 8+ years of experience supporting a service desk or IT support team.
• Ability to potentially interact with senior staff in the agency and scientific community.
• Strong understanding of audio/visual equipment and event-support workflows.
• Ability to work/collaborate with different contractor and government teams as well as industry and vendors with a high level of professionalism, good judgment, and tact.
• Ability to work well under pressure and be flexible at juggling competing priorities. Must be resourceful and independent problem solvers.
• Experience with Zendesk and ServiceNow ticketing systems.
• M365 (SharePoint, Teams, OneDrive) and migration support, a plus.
• Active Public Trust Clearance or Ability to obtain a Public Trust Clearance.

Responsibilities

• Work as a technical subject matter expert in support of overall team for technological areas such as but not limited to Windows, Mac, M365, Adobe, Slack, JAMF, Account Management, etc.
• Follow written processes and procedures to execute problem resolution consistency in both customer service and issue resolution across the organization.
• Operate with ability to gage the audience when communicating and relaying step by step instructions/resolutions to technical problems/issues.
• Assist team in ensuring the smooth operation of the service desk, identifying/managing escalations, and implementing service improvement initiatives.
• Manage the daily operations of service desk tasks including ticket documentation and ensuring that all support requests are handled in a timely and professional manner.
• Ability to work as a supportive team member and independently in driving forward assigned work tasks as designated by management and the ticketing queue.
• Monitor individual service desk metrics and KPIs to identify trends and areas for improvement.
• Support service improvement plans and SLAs to enhance the quality and efficiency of the support services provided to users.
• Escalate complex or critical issues to the appropriate stakeholders and follow up to ensure timely resolution.
• Maintain up-to-date knowledge of the customer, its services, and its customers to effectively manage the service desk operations and engage in self-learning and leveraging of available resources to close knowledge gaps.
• Establish and maintain relationships with key stakeholders to understand their support needs and build trust and confidence in the service desk.
• Support AV proposal days with setting up users on AV equipment and troubleshooting any issues that may arise. (This will require travel)

Skills

Zendesk

ServiceNow

M365

Education

Bachelor's degree in IT/related field

Tools

M365 (SharePoint, Teams, OneDrive)

Job description

Leidos is seeking a Service Desk Engineer to support the ARPA-H program in the DMV area, on-site. The role requires exceptional customer engagement, communication, and technical skills with experience in resolving IT issues and performing root-cause analysis.

You will work as a technical SME across Windows, Mac, M365, and other tools, ensuring ticketing processes are followed and service levels are met. A Public Trust Clearance is required or able to obtain one.