AV/Service Desk Analyst

Description

The Digital Modernization Sector has an opening for an AV Service Desk Analyst to support a large customer in Washington, DC

As a front-facing representative for the IT department, you will provide endtoend AV and technical support for our internal team and customer stakeholders. You aren't just a tickettaker; you're a problemsolver who leverages modern ITSM tools and AIassisted workflows to minimize downtime and enhance the digital employee experience. You'll operate in a highvisibility federal environment, supporting end users, senior agency staff, and scientific personnel, explaining complex technical concepts clearly to nontechnical audiences and resolving issues efficiently in a fastpaced setting.

• Provide on-site AV support for customer events, including required travel.
• Operate, set up., and maintain AV equipment: projectors, microphones, speakers, displays, and related systems.
• Rapidly diagnose and resolve audio/video issues during high-profile live events and meetings to minimize disruption.
• Follow a logical "Hardware-to-Software" troubleshooting path during failures; remain composed in high-pressure scenarios.
• Serve as a technical subject matter expert across Windows, macOS, Microsoft 365 (Outlook, Teams, SharePoint), Adobe, Slack, JAMF, Intune, and accountmanagement systems.
• Participate in daily Service Desk operations: ticket intake, documentation, prioritization, and timely resolution.
• Communicate technical instructions clearly, tailoring explanations to each user's technical level.
• Identify and manage escalations, ensuring issues are routed and resolved appropriately.
• Monitor Service Desk KPIs/metrics to spot trends and continuousimprovement opportunities; support service improvement plans and SLAs.
• Maintain uptodate knowledge of the customer environment, mission, and user base; build strong relationships with key stakeholders to understand support needs and foster trust.
• Assist users in navigating internal AI tools (e.g., Microsoft Copilot) and handle escalations where AIautomated solutions fail.

• Bachelor's degree, 4+ years of AV support. Additional years of experience may be substituted in lieu of degree.
• Expert knowledge of Microsoft Teams and Zoom.
• Strong understanding of audio/visual equipment and eventsupport workflows.
• Experience supporting Windows and macOS environments.
• Experience with Zendesk and ServiceNow ticketing systems.
• Exceptional customer service, communication, and interpersonal skills.
• Ability to troubleshoot quickly and accurately under pressure.
• Ability to stand for extended periods and lift up to 50 lbs (with or without reasonable accommodation).
• Flexible schedule with availability for nights/weekends as needed.
• Ability to travel for event support (up to 25%).
• U.S. Citizenship and ability to obtain a Level 5 Public Trust (Moderate) clearance.
• Proven ability to collaborate with government staff, contractors, vendors, and crossfunctional teams.
• Ability to work independently, manage competing priorities, and solve problems in a fastpaced environment.

• Experience supporting healthcare or scientific agencies (e.g., FDA, NIH, HHS).
• ITIL 4 Foundation or HDI certification.
• Prior experience within NIH/HHS environments.
• Experience delivering Tier 3 technical support.
• JAMF and Intune devicemanagement experience.
• Any of the following certifications: AVIZA CTS, Crestron Technician / CTI, QSYS Level 1 or higher, Biamp Tesira certifications, Extron AV Associate

• Onsite at Washington, DC with potential hybrid flexibility (up to 25% remote).
• This role requires U.S. Citizenship and the ability to obtain and maintain a Level 5 Public Trust (Moderate Risk) background investigation under federal contract requirements.

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.

About Leidos

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. 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 at www.leidos.com/careers/pay-benefits.

Securing Your Data

Beware of fake employment opportunities using Leidos' name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system - never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at LeidosCareersFraud@leidos.com.

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.

Commitment to Non-Discrimination

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.