To our valued Leidos candidates:

Coronavirus is on everyone's mind with the effects being felt around the world. The markets are volatile, and we're all concerned for the health and safety of our families, friends, and colleagues. Please know that we're taking all necessary measures to safeguard our employees, customers and the communities in which we live, including following all recommended best practices around social distancing.

With that in mind, in an abundance of caution, we are canceling all face to face career events, such as job fairs and open house events. In the coming days and weeks, we will be hosting career events virtually, using our online chat tools so that we may continue our hiring practice safely and securely. You can find available virtual career events at https://career-events.leidos.com.

We are using telephone meetings and online chats via Brazen to conduct interviews and hiring discussions, and we are offering options for video interviews so that you can have a virtual face to face meeting with your potential new leader. We do not conduct interviews or extend offers via text or chat based social media, such as WhatsApp or MySpace.

Leidos will never ask you to provide payment-related information at any part of the employment application process, nor will Leidos ever advance money as part of the hiring process. And Leidos will communicate with you only through emails that are generated by Leidos.com automated system. If you receive an email purporting to be from Leidos that asks for payment-related information or any other personal information, please report the email to Chris Scalia, Leidos’ Senior Vice President of Talent Acquisition, at [email protected].

As a company, as a country, as a world, we have confronted challenging moments before. We are confident that, guided by our values and the strength of our community as well as the commitment we have to the important work we do each day, we will find our way through this time together. We will do this with the care and concern for one another and the common good that defines. Please keep those impacted by the virus in your thoughts.

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Job #: R-00040608
Location: Washington, DC
Category: Customer Support
Schedule (FT/PT): Full Time
Travel Required: No
Shift: Day
Potential for Telework: No
Clearance Required: None
Referral Eligibility: Ineligible
Group: Civil

This job posting is no longer active.

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Description

Job Description:

Leidos

Leidos is a Fortune 500™ company aimed at embracing and solving some of the world’s most pressing challenges. Through science and technology, Leidos makes the world safer, healthier and more efficient. Our Civil Group offers an array of exciting career opportunities for the best IT, energy, logistics and engineering professionals.

The ESA V 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. 

Come join our rapidly growing team and enjoy these benefits:

  • Accrue 3 weeks of PTO during your first year
  • Get ten paid holidays a year
  • Access to benefits on day one including medical and dental insurance
  • The potential to work from home during COVID-19
  • Employee discounts
  • Company HSA contribution
  • Excellent 401K

Leidos is hiring a Deskside Support Technician at our customer site 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 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.

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.

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 clearance

-    Past experience providing IT support in a Windows office environment

-    Excellent written and verbal communication skills

-    Use of an ITSM ticketing system

Desired Requirements:

-    Past experience with Department of Justice components

-    Active Public Trust access with the Department of Justice

External Referral Bonus:

Ineligible

Potential for Telework:

No

Clearance Level Required:

None

Travel:

No

Scheduled Weekly Hours:

40

Shift:

Day

Requisition Category:

Professional

Job Family:

Customer Support

Leidos

Leidos is a Fortune 500® information technology, engineering, and science solutions and services leader working to solve the world's toughest challenges in the defense, intelligence, homeland security, civil, and health markets. The company's 33,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $10.19 billion for the fiscal year ended December 28, 2018. 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.

Securing Your Data

Leidos will never ask you to provide payment-related information at any part of the employment application process. And Leidos will communicate with you only through emails that are sent from a Leidos.com email address. If you receive an email purporting to be from Leidos that asks for payment-related information or any other personal information, please report the email to [email protected].

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.

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