Service Desk Engineer/AV support

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

Benefits offered by this job

PTO up to 3 weeks

11 paid holidays

Benefits from day one

401(k) and life insurance

Ongoing training

Stock purchase program

Job summary

Leidos is seeking a Service Desk Engineer to support the ARPA-H program. This on-site role requires US citizenship or equivalent and a Public Trust clearance. You will manage the service desk, perform troubleshooting, and coordinate with government and contractor teams in the DMV area.

You will handle AV setup for proposal days, monitor KPIs, and strive to improve service delivery while staying aligned with SLAs and organizational processes.

Qualifications

• Bachelor's degree and 8+ years in service desk or IT support.
• Experience with Zendesk and ServiceNow ticketing systems.
• Active Public Trust Clearance or ability to obtain.
• Strong AV equipment and event-support workflows.

Responsibilities

• Serve as technical SME supporting Windows, Mac, M365, Adobe, Slack, and JAMF.
• Follow processes to ensure consistent problem resolution across the org.
• Troubleshoot issues and perform root-cause data analysis.
• Manage service desk tasks and ticket documentation with SLAs.
• Escalate complex issues and coordinate with stakeholders.
• Travel for AV setup during proposal days.

Skills

Customer engagement

Technical troubleshooting

Data analysis

Communication skills

Interacting with senior staff

Team collaboration

Problem-solving under pressure

Education

Bachelor's degree in IT or related field

Tools

Zendesk

ServiceNow

M365

Job description

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. To explore and learn more!

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.

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

Pay Range $82,550.00 - $149,225.00 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.

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.