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The ESA IV program 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.
Leidos has opportunities for several individuals to serve as providing deskside support at customer sites in Downtown Washington, DC.
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. In cases where remote support is not effective, however, our deskside support staff will go to customer's offices and work with them to resolve the problem. The deskside support staff, therefore, will be performing largely Tier 2 support functions. The types of work a candidate for these positions should expect to perform include but aren't limited to the following:
1. Deskside support for any user where a ticket has been dispatched from the Service Desk;
2. Break/Fix support for government provided end-user computer devices, such as replacing hard drives or batteries which fail;
3. Install specialty software which is not packaged in SCCM;
4. Removal of devices from the network as directed by Security;
5. Assess issues and diagnose problems with printers;
6. Install printer toner.
ESA IV 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.
Individuals selected for the deskside support staff must undergo a government security investigation and receive a Public Trust approval from the Department of Justice prior to beginning work.
- 5+ years of prior relevant experience
- Customer service-focused attitude
- 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 access with the Department of Justice