Service Desk Engineer/AV support

Leidos•Washington, DC

15h•Hybrid

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.