Service Desk Engineer/AV support

Leidos • Washington, DC

2d • Onsite

About The Position

The Service Desk Engineer serves as a technical subject matter expert supporting Windows, macOS, M365, Adobe, Slack, device management platforms (JAMF/Intune), and enterprise account‑management systems. This role blends traditional IT service desk support with AV event support in a high‑visibility federal environment. You will provide hands‑on troubleshooting, guide users through solutions, collaborate with multiple contractor/government teams, and ensure high‑quality customer service for agency staff, including senior leadership and scientific personnel.

Requirements

• Bachelor’s degree, and 8+ Service Desk experience (or 12+ years in lieu of degree).
• 3+ years of AV support
• Expert knowledge of Microsoft Teams Webinar and Zoom.
• Strong understanding of audio/visual equipment and event‑support workflows.
• Experience supporting Windows and macOS environments.
• Experience with Zendesk and ServiceNow ticketing systems.
• Exceptional customer service, communication, and interpersonal skills.
• Ability to troubleshoot quickly and accurately under pressure.
• Ability to stand for extended periods and lift up to 50 lbs (with or without reasonable accommodation).
• Flexible schedule with availability for nights/weekends as needed.
• Ability to travel for event support (up to 25%).
• ability to obtain a Level 5 Public Trust (Moderate) clearance.
• Proven ability to collaborate with government staff, contractors, vendors, and cross‑functional teams.
• Ability to work independently, manage competing priorities, and solve problems in a fast‑paced environment.

Nice To Haves

• Experience supporting federal healthcare/science agencies (FDA, NIH, HHS).
• Experience delivering Tier 3 support.
• JAMF and Intune device‑management experience.
• Familiarity with scientific computing environments or research‑oriented user communities.
• ITIL 4 Foundation or HDI certification.
• Prior experience within NIH/HHS environments.
• Experience delivering Tier 3 technical support.
• JAMF and Intune device‑management experience.
• Any of the following certifications: AVIZA CTS, Crestron Technician / CTI, Q‑SYS Level 1 or higher, Biamp Tesira certifications, Extron AV Associate

Responsibilities

• Audio/Visual (AV) Support Provide onsite AV support for events, including required travel.
• Set up, operate, and troubleshoot AV equipment (projectors, microphones, displays, speakers, conferencing systems).
• Rapidly diagnose AV issues during high‑visibility meetings or live events to minimize disruptions.
• Utilize logical hardware‑to‑software troubleshooting in fast-paced, high-pressure environments.
• Service Desk and Technical Support Serve as a technical SME for technologies such as Windows, macOS, M365 (Teams, SharePoint, OneDrive), Adobe, Slack, JAMF, Intune, and account‑management workflows.
• Follow established processes and procedures to ensure consistent issue resolution and customer experience.
• Diagnose and resolve complex technical issues; provide step‑by-step guidance tailored to the user’s technical background.
• Manage daily service desk operations including ticket intake, documentation, prioritization, and timely resolution.
• Monitor and analyze individual and team KPIs/metrics to identify problem trends and areas for improvement.
• Support service improvement plans and SLAs focused on enhancing quality and efficiency.
• Escalate complex or urgent issues to appropriate stakeholders and ensure follow‑through until resolution.
• Maintain up‑to‑date knowledge of the customer environment, mission, and user base; leverage self‑learning to close knowledge gaps.
• Collaborate effectively with government teams, contractors, vendors, and cross-functional partners.
• Provide Tier 3‑level support when needed.
• Assist users with AI‑enabled tooling (e.g., Microsoft Copilot) and triage cases where automation fails.
• Customer Engagement and Communication Communicate clearly and appropriately based on audience—technical or non‑technical.
• Operate effectively under pressure, balancing competing priorities with professionalism and sound judgment.
• Build strong relationships with key stakeholders to understand support needs and foster confidence in the service desk.
• Provide exceptional customer service, maintaining a positive and solution‑oriented approach.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level