IT Service Desk Specialist

Leidos hiring for IT Service Desk Specialist jobs in Arlington, VA, US

Description

At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers’ success. We empower our teams, contribute to our communities, and operate sustainable practices. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business. Employees enjoy career enrichment opportunities available through mobility and development and experience rewarding relationships with supportive supervisors and talented colleagues and customers. Your most important work is ahead.

If this sounds like the kind of environment where you can thrive, keep reading!

Leidos's Digital Modernization group is looking to fill a AV Technician/Service Desk Technician position to support the National Media Exploitation Center (NMEC).  As a key member of the IT O&M team, you will be responsible for installing, maintaining, and troubleshooting AV equipment, as well as providing exceptional service desk support to end-users. The ideal candidate will have a balanced skill set in both AV technology and IT support, with a commitment to delivering high-quality customer service and technical solutions. This individual will be responsible for being the first contact for customers via phone calls, email, chat, and walkup assistance requests.  This individual will help ascertain the nature of the call, resolve issues where possible, and escalate to the appropriate work group, when necessary. This role requires an individual with experience managing Windows domain accounts for users and workstations to include creation, modification, troubleshooting, disabling, and deleting.  Individual will also assist customers with installation, repair and relocation of end user devices to include workstations, printers, scanners and telephones.  Duties include examining incidents and problems and suggesting and implementing appropriate corrective action to initiate a repair or return to service.  This role analyzes recurring problems and initiates solutions for preventing reoccurrence and analyzes existing infrastructure for tuning/performance enhancements.  The individual will provide systems and software operations and maintenance support in a large, multi-enclave enterprise environment.  This individual will work in a team environment to ensure mission needs are met and ensure functionality of capabilities of customers. Individuals in this role may be required to perform technical software configuration, rebooting, and other remedial actions on customer systems. This individual should be detail oriented in order to capture customer inquiries appropriately.

This is a 100% on-site position. All work must be performed at the customer site in Bethesda at the Intelligence Community Campus.

Primary Responsibilities

• Provide first point of contact for all customer queries and incidents via walkup, phone, email, or chat.

• Manage and administer accounts to include account creation, password resets, troubleshooting, and termination/deletion.

• Document and track customer requests and incident in the customer’s approved IT Service Management (ITSM) solution.

• Properly document initial troubleshooting and triage steps and escalate to Tier 2/3 support teams when appropriate to resolve more complex customer issues.

• Provide telephone support to customers in a professional, knowledgeable manner to maintain excellent customer relationships.

• Ensure all tickets are logged and assigned to the correct team.

• Proactively monitor Incidents for trends and potential Problem Records and highlight these to the Service Desk Manager.

• Update Service Desk documentation for new processes and procedures to share best practices, capture changes in the environment, and streamline initial response to common issues to reduce duplication of effort.

• Produce both customer-facing and internal knowledge base documentation as required.

• Actively participate in Continual Service Improvement Activities to share their experience and knowledge and support service enhancement.

• Install, configure, and maintain AV equipment including projectors, sound systems, video conferencing systems, digital signage, and control systems.

• Diagnose and resolve AV equipment issues and system malfunctions promptly to minimize downtime during meetings and events.

• Provide on-site technical support for meetings, conferences, and events, ensuring smooth operation of AV systems and addressing any issues in real-time.

• Assist in the evaluation, recommendation, and implementation of AV technology upgrades and new installations.

• Maintain accurate records of AV equipment inventory, maintenance schedules, and technical documentation.

• Work closely with IT O&M team members, providing insights and support for both AV and IT-related projects.

• Coordinate with external vendors for AV equipment repairs, maintenance, and procurement.

• Communicate effectively with end-users, ensuring a positive experience and high level of customer satisfaction.

• Draft, expand, refine, and edit technical concepts or solutions into easy-to-read, comprehensive, compliant, signature-ready, and compelling documents tailored for audiences ranging from entry-level technical to executive level

• Responsible for creating and writing various types of user documents, including how-to guides, references, manuals, cheat sheets, or instructions

• Explain scientific and technical ideas in simple language

• Provide professional expertise in technical writing and editing

• Provide field, data definition, and data flow documentation and formats technical publications from pamphlets, technical drawings, and consultations with technical personnel and other available resources

• Maintain and update a web-based knowledge management repository for documents

• Interact with technical team members for content development

• Standardize documentation where appropriate, e.g. templates, plans, processes, procedures

• Become well versed in and comply with federal government and Leidos official document requirements and style guides

Basic Qualifications

• Experience creating and managing domain accounts within Active Directory

• Familiarity with supporting virtual desktops running Microsoft Windows

• Experience troubleshooting common Active Directory account issues and errors.

• Experience troubleshooting software and hardware issues for end user devices to include workstations, printers, and scanners.

• Experience with troubleshooting hardware faults, coordinating warranty replacement requests and installation of replacement components internal to the workstation.

• Experience with reviewing Microsoft Windows event logs to determine possible root causes and research common fix actions.

• Familiarity with incident analysis to identify trends indicative of a larger problem and ability to articulate problem in an effective manner to peers and higher tier support elements for resolution.

• Experience with using Microsoft tools such as Active Directory, DNS, and DHCP to add new workstations to the domain and troubleshoot existing workstations issues.

• Experience deploying operating systems to workstations via PXE Boot and troubleshooting common errors preventing deployment.

• Experience troubleshooting operating system, application, and patch deployment issues at the workstation to restore communication to centralized SCCM/MECM/WSUS capabilities

• Effective time management skills and ability to work independently and prioritize work efforts based on customer and mission impact.

• Ability to utilize an IT Service Management (ITSM) tool to properly document, track, and resolve customer incidents and requests.

• Ability to triage and properly classify incidents and prioritize work efforts.

• Strong oral and written communications skills

• Experience establishing goals and plans that meet project objectives.

• Track record of working effectively within a team, and support to peers toward improved processes and results

• Proven experience with installation, maintenance, and troubleshooting of AV systems including projectors, sound systems, video conferencing tools, and digital signage.

• Strong ability to quickly and effectively gather requirements, perform research, compile information, prioritize and collate, draft, edit, and produce high-quality documentation that satisfies customer needs with minimal follow-on work needed

• Proven ability to distill complex information into clear, concise text

• Demonstrated excellent writing and grammar skills

• Proven experience designing and delivering developer-oriented documentation as well as working directly with development teams

• Experienced using multiple tools to develop base templates and manipulate output styles

• Possess a thorough understanding of software development (SDLC), IC ITE, and Risk Management Framework (RMF)

• Ability to work independently and deliver accurate content under deadline pressure

• Ability to manage multiple communications projects simultaneously and prioritize accordingly

Education and Experience

• Requires a Bachelor’s degree in a technical field

• 6+ years of relevant experience. Additional years of experience may be considered in lieu of a degree.

• Candidate must, at a minimum, meet DoD 8570.11- IAT Level II certification requirements (currently Security+ CE, CCNA-Security, GSEC, or SSCP along with an appropriate computing environment (CE) certification)

Clearance

• Active TS/SCI clearance with Polygraph required OR active TS/SCI and willingness to get a Poly.

• US Citizenship is required due to the nature of the government contracts we support.

Preferred Qualifications

• Background in hardware setup, deployment and maintenance to include workstations, printers, scanners, servers and phones.

• Experience with operating system/application patch management methodologies

• Experience operating and maintaining Linux based systems

• Experience with operating system and application deployment utilizing SCCM/MECM

• Certification relating to Microsoft Certified Solutions Expert (MCSE) Certification or MCSA (Microsoft Certified System Administrator) a plus

• Experience with troubleshooting network storage connectivity from an end-user perspective

• Experience working in an Agile environment

• Familiarity with Hyper Converged Infrastructure (HCI) concepts and solutions

• Familiarity with virtual servers and technologies

• Experience with troubleshooting within a secure environment

• Experience with backup and restore procedures

Experience drafting IT, cybersecurity, or related technical documentation using federal government, particularly DHS, official document requirements and style guides

While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

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.