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.
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
- Employee discounts
- Company HSA contribution
- Excellent 401K
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. Leidos has an opportunity for an individual to serve as the dispatcher for a team of deskside support staff at a customer site in Downtown Washington, DC.
This position supports a staff that provides on-site deskside support to resolve IT issues for VIP customers in the senior management offices and senior leadership offices within the Department of Justice. The dispatcher will be responsible for interacting with end users via phone call, email, and walk-in visits in order to document issues and coordinate the deskside support staff response/assignments. Under the supervision and guidance of the Deskside Support Manager, the dispatcher will be responsible for triaging issues and coordinating the assignments/appointments of the deskside support team to ensure that issues are addressed in a timely manner according to ticket and customer priority. The dispatcher will need to be able to be aware of and manage multiple assignments/appointments for the deskside support staff and respond quickly/adjust when critical issues or high priority customers require immediate responses.
ESA V prides itself in providing high-quality customer support. A key part of the deskside support staff dispatcher's job is interfacing with customers and leaving the customer confident that his or her problem will be resolved, in a very timely manner. As such, the ability to provide strong customer service, clear communication, and coordination across multiple team members and work locations is important.
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.
- High school diploma and 2+ years of prior relevant experience
- Candidate selected will be subject to a Government Public Trust security investigation and must meet eligibility requirements for access to the customer’s information. US Citizenship is required. Current clearance is not required, but selected individual cannot start the assignment until the required security clearance is granted by the customer.
- 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
External Referral Bonus:Ineligible
Potential for Telework:No
Clearance Level Required:None
Scheduled Weekly Hours:40
Job Family:Customer Support
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 38,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Va., Leidos reported annual revenues of approximately $11.09 billion for the fiscal year ended January 3, 2020. 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.