Service Desk Engineer/AV support

Leidos; Washington; On-site; USD 83,000 - 149,000; Full time

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.

Skills

Zendesk

ServiceNow

M365

Clear communication

Technical troubleshooting

Education

Bachelor's degree

8+ years IT service desk experience

Tools

JAMF

Windows

Mac

Adobe

Job description

The Digital Modernization Sector is focused on delivering performance-based IT services and repeatable solutions to include applying cloud-factory and aaS (as a Service) capabilities and integrating commercial products to provide a comprehensive digital engineering approach to IT transformation. Our team is solving the world's toughest security challenges for customers with \"can\'t fail\" missions.

Your greatest work is ahead!

We are in search of a Service Desk Engineer to support our Advanced Research Projects Agency for Health (ARPA-H) program. As a Service Desk Engineer , you are expected to possess exceptional customer engagement, communication, technical, and analytical skills. This challenging position requires an individual with demonstrated experience in resolving technical client support in a service desk setting, ability to perform technical troubleshooting and provide data analysis to determine root causes of application issues. The candidate must possess strong communications skills and the demonstrated ability to convey technical concepts to non-technical audiences.

Candidate MUST:

Be a US Citizen or US Person (Green Card Holder) with the ability to obtain a Public Trust Clearance.

Be located in the United States for the current three consecutive years.

This is an on-site position. Must reside in the DMV area.

Primary 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 )

Required Qualifications:

• Bachelor's degree and 8+ years of experience supporting a service desk or IT support team. Additional years of experience may be considered in lieu of degree.
• 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.

Certifications:

• Apple Certification, CompTIA certification or Windows Certification.

Preferred Qualifications:

• Experience within healthcare domain (preferably FDA, NIH, or agencies in HHS), is highly preferred.
• HDI Certification.
• Experience with Tier 3 Level Support.

Come join our rapidly growing team and enjoy these benefits:

• Paid Time Off (PTO) accrued based on Leidos policy, up to 3 weeks a year.
• Eleven (11) paid holidays per year.
• Access to benefits on day one including medical and dental insurance, 401K, Life, AD&D, Voluntary Disability plans.
• Ongoing training to support your success.
• Discounted Leidos stock purchase and other Employee Discounts.

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.

Pay Range:

Pay Range $82,550.00 - $149,225.00

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.