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.
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 12+ weeks.
If this sounds like the kind of environment where you can thrive, keep reading!
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
In order to enter Leidos facilities in the U.S. and to attend Leidos events outside our facilities, employees are required to be vaccinated for COVID-19 or maintain proof of a negative COVID-19 test within 96 hours of entry. In addition, we are receiving guidance from certain customers that onsite contractor personnel will need to be fully vaccinated to access customer facilities. If you are not vaccinated, please consider getting your COVID-19 vaccination as soon as possible. If you have any questions, please contact your Talent Acquisition POC.
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 43,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $13.7 billion for the fiscal year ended December 31, 2021. 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.