Deskside Support Technician

Leidos Holdings Inc.•Washington, DC

44d•Onsite

About The Position

The ESA V program is an IT Services program supporting several customers within the Department of Justice. The program provides a range of IT services, including help desk, deskside support, Windows workstation engineering and maintenance, managed print services, ITSM, Active Directory services, and video conferencing, among others. Leidos is hiring a Deskside Support Technician to provide on-site support in Washington, DC to users within the Department of Justice. The technician will be dedicated to this project team, providing remote support to users as needed and potentially traveling (<10% of time) as needed. This position requires a Public Trust clearance and has the potential for 10% telework.</p> Our service model is that customers will first contact our off-site Service Desk, and the technicians there will resolve most customer issues over the phone or by using a remote connection to the customer's computers. Our Deskside Support technicians may be escalated to for remote or on-site support for issues the Service Desk is not able to resolve. Some members of the deskside support staff will also provide technical support to the senior management offices and senior leadership offices within the Department of Justice. Due to the critical importance of the work done in these offices, timely and professional response to all incidents and service requests must be achieved. This "white glove" service may sometimes require after-hours support to be provided. All work for the team will be tracked in a ticketing system. The ticketing system will be utilized to track performance with negotiated service level agreements and to measure the effectiveness of the staff. Staff members are responsible for keeping tickets up to date at all times. The technology in use at the Department includes Windows 11 laptops and desktops, Microsoft Office tools, email using Microsoft Exchange and Outlook, and other typical tools. Candidates for these positions should have experience working on and resolving issues with this type of office IT environment. 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.

Requirements

High School diploma with 5+ years of prior relevant experience
Customer service-focused attitude
Past experience providing IT support in a Windows office environment
Excellent written and verbal communication skills
Use of an ITSM ticketing system
US Citizenship required
Ability to obtain and maintain a Secret clearance

Nice To Haves

Past experience with Department of Justice components
Active Public Trust clearance

Responsibilities

Deskside support for any user where a ticket has been dispatched from the Service Desk or identified by the on-site user base.
Break/Fix support for government provided end-user computer devices, such as replacing hard drives or batteries which fail.
Installation of specialty software which is not already packaged in SCCM.
Removal of devices from the network as directed by Security Assess issues and diagnose problems with printers.
Install printer toner.

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