AV/Service Desk AnalystLeidos
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 end‑to‑end AV and technical support for our internal team and customer stakeholders. You aren’t just a ticket‑taker; you’re a problem‑solver who leverages modern ITSM tools and AI‑assisted workflows to minimize downtime and enhance the digital employee experience. You’ll operate in a high‑visibility federal environment, supporting end users, senior agency staff, and scientific personnel, explaining complex technical concepts clearly to non‑technical audiences and resolving issues efficiently in a fast‑paced setting.
Primary Responsibilities
- 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 account‑management 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 continuous‑improvement opportunities; support service improvement plans and SLAs.
- Maintain up‑to‑date 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 AI‑automated solutions fail.
Required Qualifications
- 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 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%).
- U.S. Citizenship and 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 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 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 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.
Original Posting:
March 11, 2026For 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.
