Onsite and Remote Desktop Support Opportunity Supporting TSA FOCUS

Leidos

3d•$52,000 - $94,000•Hybrid

About The Position

The Onsite & Remote Desktop Support role provides end-user computing and site support services across TSA locations and remotely. The position performs troubleshooting, installation, configuration, replacement, validation, and maintenance of supported end-user and site equipment while coordinating activities through approved service management processes. The position may provide onsite, remote, dispatchable, surge, project, IMAC, and other technical support based on operational requirements.

Requirements

Requires BS degree and 2+ years of prior relevant experience or Masters with less than 2+ years of prior relevant experience. In lieu of degree, additional experience may be required.
Ability to obtain and maintain TSA Suitability
Ability to obtain and maintain Public Trust security clearance
Relevant experience supporting desktop, field, endpoint, or site support functions in an enterprise or federal IT environment.
Strong troubleshooting, customer service, communication, documentation, and problem-solving skills.
Ability to work independently at customer locations and coordinate effectively with remote technical teams.
Ability to work with approved service management procedures and systems.

Nice To Haves

TSA, DHS, or other federal IT experience.
Experience supporting geographically distributed enterprise environments.
Experience with IMAC activities and endpoint deployment.
CompTIA A+, Network+, Microsoft, or comparable technical certification is desirable.

Responsibilities

Provide onsite and remote technical support for end-user computing and supported site equipment.
Diagnose and troubleshoot hardware, software, connectivity, peripheral, and endpoint issues.
Perform installation, configuration, replacement, and operational validation of supported equipment.
Support hardware/software installs, moves, adds, changes, and decommissioning activities.
Respond to dispatched technical support requirements at assigned TSA locations.
Coordinate site access, scheduling, logistics, travel, and customer communications.
Maintain accurate ticket updates, technical documentation, and service records.
Coordinate escalations with Service Desk, network, engineering, asset management, cybersecurity, vendors, and other support teams.
Support regional surge, deployment, project, and IMAC activities as required.
Perform break/fix activities within approved procedures and escalate system-level issues appropriately.
Validate successful resolution and restoration of supported services.
Maintain accurate technical and asset information associated with supported equipment.
Support continuity of resident-site operations when providing remote or dispatchable services.