The Service Desk Engineer serves as a technical subject matter expert supporting Windows, macOS, M365, Adobe, Slack, device management platforms (JAMF/Intune), and enterprise account‑management systems. This role blends traditional IT service desk support with AV event support in a high‑visibility federal environment. You will provide hands‑on troubleshooting, guide users through solutions, collaborate with multiple contractor/government teams, and ensure high‑quality customer service for agency staff, including senior leadership and scientific personnel.
Primary Responsibilities
Audio/Visual (AV) Support
- Provide onsite AV support for events, including required travel.
- Set up, operate, and troubleshoot AV equipment (projectors, microphones, displays, speakers, conferencing systems).
- Rapidly diagnose AV issues during high‑visibility meetings or live events to minimize disruptions.
- Utilize logical hardware‑to‑software troubleshooting in fast‑paced, high‑pressure environments.
Service Desk and Technical Support
- Serve as a technical SME for technologies such as Windows, macOS, M365 (Teams, SharePoint, OneDrive), Adobe, Slack, JAMF, Intune, and account‑management workflows.
- Follow established processes and procedures to ensure consistent issue resolution and customer experience.
- Diagnose and resolve complex technical issues; provide step‑by‑step guidance tailored to the user’s technical background.
- Manage daily service desk operations including ticket intake, documentation, prioritization, and timely resolution.
- Monitor and analyze individual and team KPIs/metrics to identify problem trends and areas for improvement.
- Support service improvement plans and SLAs focused on enhancing quality and efficiency.
- Escalate complex or urgent issues to appropriate stakeholders and ensure follow‑through until resolution.
- Maintain up‑to‑date knowledge of the customer environment, mission, and user base; leverage self‑learning to close knowledge gaps.
- Collaborate effectively with government teams, contractors, vendors, and cross‑functional partners.
- Provide Tier 3‑level support when needed.
- Assist users with AI‑enabled tooling (e.g., Microsoft Copilot) and triage cases where automation fails.
Customer Engagement and Communication
- Communicate clearly and appropriately based on audience—technical or non‑technical.
- Operate effectively under pressure, balancing competing priorities with professionalism and sound judgment.
- Build strong relationships with key stakeholders to understand support needs and foster confidence in the service desk.
- Provide exceptional customer service, maintaining a positive and solution‑oriented approach.
Required Qualifications
- Bachelor’s degree, and 8+ Service Desk experience (or 12+ years in lieu of degree).
- 3+ years of AV support
- Expert knowledge of Microsoft Teams Webinar and Zoom.
- Strong understanding of audio/visual equipment and event‑support 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%).
- ability to obtain a Level 5 Public Trust (Moderate) clearance.
- Proven ability to collaborate with government staff, contractors, vendors, and cross‑functional teams.
- Ability to work independently, manage competing priorities, and solve problems in a fast‑paced environment.
Preferred Qualifications
- Experience supporting federal healthcare/science agencies (FDA, NIH, HHS).
- Experience delivering Tier 3 support.
- JAMF and Intune device‑management experience.
- Familiarity with scientific computing environments or research‑oriented user communities.
- ITIL 4 Foundation or HDI certification.
- Prior experience within NIH/HHS environments.
- Experience delivering Tier 3 technical support.
- JAMF and Intune device‑management experience.
- Any of the following certifications: AVIZA CTS, Crestron Technician / CTI, Q‑SYS Level 1 or higher, Biamp Tesira certifications, Extron AV Associate
Work Arrangement & Clearance
- On‑site at Washington, DC with potential hybrid flexibility (up to 25% remote).
- This role requires the ability to obtain and maintain a Level 5 Public Trust (Moderate Risk) background investigation under federal contract requirements.
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Original Posting:
April 7, 2026
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.
Pay Range:
Pay Range $82,550.00 - $149,225.00
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.