Tier 2 and Tier 3 Desktop Support Engineer

Leidos•Bethesda, MD

1d•Onsite

About The Position

The Desktop Support Engineer provides Tier 2 and Tier 3 Desktop Support in a secure, enterprise Windows environment. This role supports the build, deployment, maintenance, and troubleshooting of desktop systems, peripherals, and end-user applications while delivering a high level of customer service. The position works under the guidance of senior desktop engineers and follows established standards, procedures, and security policies. Role is full-time onsite in Bethesda, MD. Candidates MUST: be local to the Washington, DC area AND Be US Citizens or a Green Card holder with the ability to obtain a Public Trust Clearance.

Requirements

A.A. in Computer Science or related field with 4 years of relevant experience OR B.S. in Computer Science or related field with 2 years of relevant experience
4 years of experience providing desktop or technical support in an enterprise or corporate environment.
Hands-on experience supporting Windows desktops, laptops, and peripherals.
Working knowledge of Windows 11 desktop operating systems.
Strong understanding of desktop hardware components, peripherals, and printers.
Experience with Microsoft 365 application support
Familiarity with Windows infrastructure/networking concepts, including but not limited to Active Directory, DNS, and DHCP.
Understanding of endpoint security fundamentals, such as antivirus software, encryption, and Group Policy concepts.
Strong problem-solving and critical-thinking skills with a willingness to learn.
Ability to follow procedures, manage multiple tasks, and document work accurately in a high-stress environment.
Strong verbal and written communication skills with a customer-focused mindset.
CompTIA A+, Network+, or Security+ certifications required.

Nice To Haves

Experience working in a large organization or government environment is a plus.
Microsoft entry-level certifications (MCP or equivalent) highly desired.
Exposure to macOS support.
Familiarity with mobile device management (MDM) solutions.
Basic knowledge of Windows Server environments.
Prior experience supporting Federal or NIH/HHS environments.

Responsibilities

Assist in building, configuring, and maintaining Windows 11 desktop images according to established standards and best practices.
Provide day-to-day support for workstations, laptops, printers, and peripherals in a Windows networked environment.
Support mobile and handheld devices, including Android and iOS smartphones and tablets.
Assist with the deployment of desktop images and applications, including automated deployment tools.
Perform basic software testing and validation for new or upgraded applications prior to deployment.
Troubleshoot and resolve desktop and application issues, escalating complex problems to senior engineers as needed.
Follow documented procedures to assist with application installations, upgrades, and patches.
Maintain accurate and up-to-date technical documentation, including system configurations and troubleshooting steps.
Assist with Active Directory tasks, including user and computer account management and group membership updates.
Support workstation security configurations, including encryption, antivirus, firewall settings, and patching.
Participate in desktop virtualization support activities and assist with technology evaluations as assigned.
Provide excellent customer service, communicating clearly with users and ensuring timely issue resolution.
Maintain service tickets in Service Now, adding information regarding incident details and closing resolved tickets.