Service Desk Support
About The Position
Leidos is seeking a Tier 1/2 Service Desk / Deskside Support Administrator to support the National Digital Exploitation & OSINT Center (NDOC). This position provides first-line technical support to users within a highly secure enterprise environment and serves as the initial point of contact for IT service requests and incidents. The successful candidate will provide support via phone, email, chat, remote assistance, and deskside visits to resolve common hardware, software, operating system, account, and peripheral issues. This individual will troubleshoot and resolve issues whenever possible while ensuring timely escalation of more complex incidents to higher-tier technical support teams. This position requires excellent customer service skills, strong technical aptitude, and the ability to work effectively in a mission-focused environment supporting Intelligence Community operations. The work location is Bethesda, Maryland at the Intelligence Community Campus. Work schedule is an onsite 8 hour shift between 0600-1800 Monday through Friday.
Requirements
- Bachelor's degree with 4+ years of relevant experience. Additional years of experience may be considered in lieu of a degree.
- Experience supporting Microsoft Windows desktop operating systems.
- Experience providing customer support in a Service Desk, Help Desk, or Deskside Support environment.
- Experience creating and managing user accounts within Microsoft Active Directory.
- Experience troubleshooting common Microsoft Windows operating system and application issues.
- Experience installing and supporting desktop hardware including workstations, printers, scanners, monitors, and peripheral devices.
- Basic understanding of Microsoft technologies including Active Directory, DNS, DHCP, and Group Policy.
- Experience using an enterprise IT Service Management (ITSM) platform such as ServiceNow, Remedy, or equivalent.
- Ability to accurately document incidents, service requests, and technical resolutions.
- Strong customer service, interpersonal, and communication skills.
- Strong analytical and problem-solving abilities.
- Ability to prioritize workload and manage multiple customer requests.
- Ability to work independently while collaborating effectively within a team environment.
- Candidate must meet DoD 8570 IAT Level II certification requirements (Security+ CE, SSCP, GSEC, CCNA Security, or equivalent with an appropriate Computing Environment certification).
- TS/SCI with Polygraph required for Position or TS/SCI and willingness to obtain a poly.
- US Citizenship is required due to the nature of the government contracts we support.
Nice To Haves
- Experience supporting Microsoft 365 applications.
- Experience with Microsoft Endpoint Configuration Manager (MECM/SCCM) or Microsoft Intune.
- Experience supporting virtual desktop environments such as VMware Horizon or Citrix Virtual Apps and Desktops.
- Familiarity with PowerShell for basic administrative tasks.
- Experience troubleshooting endpoint security software.
- Experience supporting secure or classified computing environments.
- ITIL Foundation certification.
- Microsoft, CompTIA, or other relevant desktop support certifications.
- Experience supporting workstation imaging and operating system deployment.
- Basic understanding of networking concepts including TCP/IP, DNS, and DHCP.
Responsibilities
- Serve as the first point of contact for customer requests and technical incidents through phone, email, chat, walk-up, and remote support.
- Provide timely and professional customer support while maintaining a high level of customer satisfaction.
- Troubleshoot and resolve common workstation, software, operating system, printer, telephone, and peripheral device issues.
- Install, configure, relocate, and replace desktop computers, monitors, printers, telephones, and other end-user equipment.
- Create, modify, disable, unlock, and troubleshoot Active Directory user and computer accounts.
- Perform password resets and assist users with authentication and account access issues.
- Join workstations to the Windows domain and perform basic troubleshooting of Active Directory connectivity.
- Document customer incidents, service requests, troubleshooting steps, and resolutions within the approved IT Service Management (ITSM) system.
- Properly prioritize, categorize, and escalate incidents that require higher-level technical support.
- Perform workstation imaging and deployment using approved enterprise tools and procedures.
- Install approved software and perform basic application troubleshooting.
- Perform hardware diagnostics and coordinate warranty repairs or equipment replacement when required.
- Assist with workstation lifecycle activities including deployments, relocations, technology refreshes, and equipment recovery.
- Support operating system updates and approved software installations.
- Contribute to the creation and maintenance of technical knowledge articles and standard operating procedures.
- Follow established security policies and procedures when supporting classified and unclassified environments.
- Participate in team meetings, training activities, and continuous process improvement initiatives.
- Support scheduled maintenance activities outside normal business hours when required.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
