Leidos is hiring a Deskside Support Technician to provide on-site support in Washington, DC as well as remote support to users across the United States. This position will support our ESA V program, which is an IT Services program supporting several customers within the Department of Justice. The program provides a range of IT services, including help desk, deskside support, Windows workstation engineering and maintenance, managed print services, ITSM, Active Directory services, and video conferencing, among others. Our service model is that customers will first contact our off-site Service Desk, and the technicians there will resolve most customer issues over the phone or by using a remote connection to the customer’s computers. Our Deskside Support technicians may be escalated to for remote or on-site support for issues the Service Desk is not able to resolve.
Location: Onsite at customer site in Washington, DC 75% of the time, and remote the other 25%.
Candidate selected will be subject to a Government Public Trust security investigation and must meet eligibility requirements for access to the customer’s information. Current clearance is not required, but selected individual cannot start the assignment until the required security clearance is granted by the customer. This process is currently taking 10+ weeks.
If this sounds like the kind of environment where you can thrive, keep reading!
The types of work a candidate for these positions should expect to perform include but aren’t limited to the following:
- Deskside support for any user where a ticket has been dispatched from the Service Desk or identified by the on-site user base
- Break/Fix support for government provided end-user computer devices, such as replacing hard drives or batteries which fail
- Installation of specialty software which is not already packaged in SCCM
- Removal of devices from the network as directed by Security
- Assess issues and diagnose problems with printers
- Install printer toner
ESA V prides itself in providing high-quality customer support. A key part of the deskside support staff’s job is interfacing with customers and leaving the customer with his or her problem resolved, in a very timely manner. As such, the ability to prioritize work based on ticket and customer priority, the ability to communicate clearly and effectively, and the ability to work across multiple building in Washington without direct supervision are all critical to the success of the individuals selected for these positions.
Some members of the deskside support staff will also provide technical support to the senior management offices and senior leadership offices within the Department of Justice. Due to the critical importance of the work done in these offices, timely and professional response to all incidents and service requests must be achieved. This “white glove” service may sometimes require after-hours support to be provided.
All work for the team will be tracked in a ticketing system. The ticketing system will be utilized to track performance with negotiated service level agreements and to measure the effectiveness of the staff. Staff members are responsible for keeping tickets up to date at all times.
The technology in use at the Department includes Windows 10 laptops and desktops, Microsoft Office tools, email using Microsoft Exchange and Outlook, and other typical tools. Candidates for these positions should have experience working on and resolving issues with this type of office IT environment.
Required Education & Experience:
- High School diploma with 5+ years of prior relevant experience
- Customer service-focused attitude
- Ability to obtain and maintain a public trust security clearance, prior to starting work
- U.S. Citizen
- Past experience providing IT support in a Windows office environment
- Excellent written and verbal communication skills
- Use of an ITSM ticketing system
- Past experience with Department of Justice components
- Active Public Trust clearance
Pay Range:Pay Range $48,750.00 - $75,000.00 - $101,250.00
The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
Leidos is a Fortune 500® technology, engineering, and science solutions and services leader working to solve the world’s toughest challenges in the defense, intelligence, civil, and health markets. The company’s 46,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $14.4 billion for the fiscal year ended December 30, 2022. For more information, visit www.Leidos.com.
Pay and 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. More details are available here.
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Commitment to Diversity
All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.