Deskside Support Technician

Description

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 is hiring a Deskside Support Technician to provide on-site support in Washington, DC to users within the Department of Justice. The technician will be primarily providing on-site support and escalated remote support to users as needed. There is limited potential for travel (<10% of time) depending on specific project needs. This position requires a Public Trust clearance and does not currently include telework however there is the potential in the future for up to 10-20% telework.

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. Our Deskside Support technicians may be escalated to for remote or on-site support for issues the Service Desk is not able to resolve.

Primary Responsibilities

The types of work a candidate for these positions should expect to perform include but aren't limited to the following:

• Deskside support for any user where a ticket has been dispatched from the Service Desk or identified by the on-site user base;
• Break/Fix support for government provided end-user computer devices, such as replacing hard drives or batteries which fail;
• Installation of specialty software which is not already packaged in SCCM;
• Removal of devices from the network as directed by Security;
• Assess issues and diagnose problems with printers;
• Install printer toner.

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.

Deskside Support Technicians are expected to be able to operate independently to resolve customer issues and implement resolutions within the range of ordinarily encountered issues. In many cases technical issues span multiple functional areas and require broad knowledge of the environment and inter-relating technologies in order to identify/resolve issues or escalate to the appropriate Tier 3 technical teams. Technicians are also expected to document processes and issues in order to provide training and information that enables delegation of tasks and issues to Tier 1 staff for resolution.

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 10/11 laptops and desktops, Microsoft Office tools, email using Microsoft Exchange and Outlook, VoIP devices, teleconferencing equipment and other typical office IT tools. Candidates for these positions should have experience working on and resolving issues with this type of office IT environment.

Basic Qualifications

• High School diploma with 5+ years of prior relevant experience
• Customer service-focused attitude
• Ability to obtain and maintain a Secret clearance
• Past experience providing IT support in a Windows office environment
• Excellent written and verbal communication skills
• Use of an ITSM ticketing system
• Must have prior experience supporting the Justice Management Division on ESA V

Preferred Qualifications

• Past experience with Department of Justice components
• Active Public Trust clearance

If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo - because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 - and moving faster than anyone else dares.

For U.S. Positions: 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 onlyand 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.