Service Desk Engineer/AV support

R-00180089

Description
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.

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.
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.

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.