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Job Details


Leidos

Deskside Support Technician

Defense

All

Full Time

On Site

No

Fairfax, Virginia, United States

Description

Job Description:

Looking for an opportunity to make an impact?

Leidos is looking for a Deskside Support Technician to support the Enterprise Standard Architecture V (ESA V) program, in Fairfax, VA. ESA V 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.

Location: 100% on-site support at a secure facility in Fairfax, VA.

Clearance: This position requires a DOJ Secret clearance. Active Secret clearance is not necessary, however, the ability to obtain a Secret clearance prior to starting work is required.

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. However, this position will be staffed on-site at a secure facility in Sterling, VA alongside the user base, so some issues may be presented directly to the technician on-site.

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

ESA V prides itself in providing high-quality customer support. A key part of the deskside support staff’s job is interfacing with customers and leaving the customer with his or her problem resolved, in a very timely manner. As such, the ability to prioritize work based on ticket and customer priority, the ability to communicate clearly and effectively, and the ability to work across multiple building in Washington without direct supervision are all critical to the success of the individuals selected for these positions.

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.

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. Experience working on and resolving issues with this type of office IT environment, is a must!

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

Required Education & Experience:

  • High School diploma with 5+ years of prior relevant experience
  • Customer service-focused attitude
  • Ability to obtain and maintain a Secret security clearance
  • Past experience providing IT support in a Windows office environment
  • Excellent written and verbal communication skills
  • Use of an ITSM ticketing system

Desired Requirements:

  • Past experience with Department of Justice components
  • Active Secret or Top Secret clearances

Program Specific Salary Range: $75K to $90K

Pay Range:Pay Range $52,650.00 - $81,000.00 - $109,350.00

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.