Desktop Support Specialist

1 day ago

Rockville, Maryland, United States Leidos Full time
Job Description:

Leidos' Health Solutions Operation is seeking a skilled Desktop Engineer to support a federal agency's large, mission-critical 24/7/365 enterprise Service Desk. The successful candidate will work with a team of Help Desk Technicians in providing on-site and remote support for computer workstations, printers, peripherals, and teleconferencing equipment.

Key Responsibilities:
  • Assist daily operations of the service desk, white glove, and executive services to resolve technical client support issues.
  • Perform troubleshooting to provide on-site and remote support for computer workstations, printers, peripherals, and teleconferencing equipment.
  • Ensure all support requests are handled in a timely and professional manner, including VIP support with exceptional communication and prioritized service.
  • Collaborate with a team of IT support professionals responsible for delivering outstanding customer service and technical support to users.
  • Provide imaging processes for Windows devices using Smart Deploy and Mac using Jamf Pro, ensuring efficient deployment and configuration for end-users.
  • Assist with Device as a Service (DaaS) deployments, including enrollment and setup assistance for new hires.
  • Provide feedback to the team on technical challenges encountered during support tasks. Implement service improvements to enhance the quality and efficiency of the support services provided to users.
  • Escalate complex or critical issues to the appropriate stakeholders and follow up to ensure timely resolution.
  • Maintain up-to-date knowledge of the customer, its services, and its customers to effectively manage the knowledgebase.
  • Establish and maintain relationships with key stakeholders to understand their support needs and build trust and confidence in the service desk.
  • Work with external vendors on hardware, software, and network issues and assist in monitoring tickets for resolution.
  • Conduct vulnerability scans using Tenable, analyze results, and document findings in SharePoint for compliance and remediation as directed by the security team.
Requirements:
  • Bachelor's degree from an accredited institute, (preferably in Mathematics, Information Technology, Computer Science, Engineering, Business Administration, or Project Management). Additional 4 years of experience considered in lieu of degree.
  • Must have experience with desktop imaging.
  • Experience with MDM including Intune, Windows Autopilot, and Jamf Pro.
  • Minimum of four years' experience in troubleshooting end-user hardware and peripherals, operating systems, imaging, software applications, network connectivity, configuration, security compliance, Active Directory administration, and endpoint management.
  • Demonstrated experience using incident logging and ticket tracking systems such as ServiceNow (preferred), Remedy, or Cherwell. Knowledge and understanding of IT Service Management, Customer Service, and Service Level Agreements (SLA).
  • Demonstrated ability to write clear and accurate technical and end-user documentation and standard operating procedures.
  • Broad knowledge of information technology hardware, software, concepts, and services to effectively provide guidance to customers when new requirements or alternative solutions are needed.
  • Have knowledge of ITIL's Incident, Request, Problem, Configuration, and Change Management practices.
  • Proficient in configuring, supporting, and troubleshooting Apple macOS, Apple iOS and Microsoft Windows operating systems as well as fielding related how-to questions.
  • Proficient in supporting Microsoft Office 365 including but not limited to Microsoft Outlook, Word, Excel, PowerPoint, OneNote, Skype, OneDrive, and Teams.
  • Also proficient in supporting other video conferring tools like Zoom and Webex.
  • Ability to obtain Public Trust Clearance.
  • Ability to potentially interact with senior staff in the agency and scientific community.
  • Ability to work/collaborate with different contractor and government teams as well as industry and vendors with a high level of professionalism, good judgment, and tact.
  • Ability to work well under pressure and be flexible at juggling competing priorities. Must be resourceful and independent problem solvers.
  • Possess and practice the following skills, excellent communications (verbal and written), analytical and problem solving, time management and organization, patience, and professionalism.
  • Must be locally available for onsite support.
Preferred Qualifications:
  • ITIL Foundation v4, CompTIA A+; Apple Certified MacOS Technician (ACMT) Certifications
  • Microsoft Office Specialist: Microsoft Office 2016; Microsoft Office Specialist: Associate (Office 365 and Office 2019); Jamf Pro Certified Tech/Admin; HDI-CSR; HDI-SCA; HDI-DAST; HDI-TSPS; or other industry-recognized certifications.
  • Project management experience, and experience with MS Project or similar project management software tools.
  • Experience working with NIH systems or similar environments.

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