Senior Service Desk Engineer – AV & IT Support (On-Site, DMV)

Leidos

Washington

On-site

USD 83,000 - 149,000

Full time

10 days ago

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Benefits offered by this job

PTO 3 weeks/year

11 holidays/year

Medical and dental insurance on day 1

401K and life/AD&D

Job summary

Leidos is seeking a Service Desk Engineer to support the Advanced Research Projects Agency for Health (ARPA-H) program. The role emphasizes exceptional customer engagement, technical troubleshooting, and data analysis to identify root causes of application issues.

US Citizenship or Public Trust eligibility is required, with on-site work in the DMV area. The candidate will handle Windows, Mac, M365, and related tools, manage tickets, and drive service improvements while coordinating with

Qualifications

Bachelor's degree and 8+ years of experience in service desk or IT support.
Experience with Zendesk and ServiceNow ticketing systems.

Responsibilities

Work as a technical subject matter expert in Windows, Mac, M365, Adobe, Slack, JAMF, and account management.
Follow processes to ensure consistent problem resolution in customer service and issue resolution.
Escalate complex issues to stakeholders and drive timely resolution.
Maintain service desk operations, manage ticket documentation, and ensure timely support requests handling.
Monitor service desk metrics and contribute to service-improvement plans.