Service Desk Support

Leidos is seeking a Tier 1/2 Service Desk and Deskside Support Administrator to deliver first-line technical support for users at the National Digital Exploitation & OSINT Center (NDOC). The role is based onsite in Bethesda, Maryland, supporting both classified and unclassified environments while handling day-to-day workstation and account issues, documenting activity in an ITSM system, and escalating complex incidents as needed.

Key Responsibilities

• Act as the first point of contact for customer requests and technical incidents via phone, email, chat, walk-up, and remote support.
• Provide timely, professional support with a focus on customer satisfaction.
• Troubleshoot and resolve common issues involving workstations, software, operating systems, printers, telephones, and other peripherals.
• Install, configure, relocate, and replace end-user equipment including desktop computers, monitors, printers, telephones, and related devices.
• Create, modify, disable, unlock, and troubleshoot Active Directory user and computer accounts.
• Perform password resets and support users with authentication and account access problems.
• Join workstations to the Windows domain and perform basic troubleshooting of Active Directory connectivity.
• Log incidents, service requests, troubleshooting steps, and resolutions in the approved IT Service Management (ITSM) system.
• Prioritize, categorize, and escalate incidents requiring higher-level technical support.
• Complete workstation imaging and deployment using approved enterprise tools and procedures.
• Install approved software and provide basic application troubleshooting.
• Conduct hardware diagnostics and coordinate warranty repairs or equipment replacement when required.
• Support workstation lifecycle tasks such as deployments, relocations, technology refreshes, and equipment recovery.
• Support operating system updates and approved software installations.
• Contribute to the creation and maintenance of technical knowledge articles and standard operating procedures.
• Follow established security policies and procedures when supporting classified and unclassified environments.
• Participate in team meetings, training activities, and continuous process improvement initiatives.
• Assist with scheduled maintenance activities outside normal business hours when required.

Required Qualifications

• Bachelor’s degree with 4+ years of relevant experience.
• Additional years of experience may be considered in lieu of a degree.
• Experience supporting Microsoft Windows desktop operating systems.
• Customer support experience in a Service Desk, Help Desk, or Deskside Support environment.
• Experience creating and managing Microsoft Active Directory user accounts.
• Experience troubleshooting common Microsoft Windows operating system and application issues.
• Experience installing and supporting desktop hardware including workstations, printers, scanners, monitors, and peripherals.
• Basic understanding of Microsoft technologies including Active Directory, DNS, DHCP, and Group Policy.
• Experience using an enterprise ITSM platform such as ServiceNow, Remedy, or equivalent.
• Ability to accurately document incidents, service requests, and technical resolutions.
• Strong customer service, interpersonal, and communication skills.
• Strong analytical and problem-solving abilities.
• Ability to prioritize workload and manage multiple requests.
• Ability to work independently while collaborating effectively within a team.
• Must meet DoD 8570 IAT Level II certification requirements (Security+ CE, SSCP, GSEC, CCNA Security, or equivalent with an appropriate Computing Environment certification).
• TS/SCI with Polygraph required for the position, or TS/SCI and willingness to obtain a poly.
• US Citizenship required due to the nature of government contracts supported.

Technologies

• Microsoft Windows
• Active Directory
• DNS, DHCP
• Group Policy
• IT Service Management (ITSM)
• ServiceNow, Remedy
• Windows domain and Active Directory connectivity
• Microsoft 365 applications
• Microsoft Endpoint Configuration Manager (MECM/SCCM)
• Microsoft Intune
• VMware Horizon
• Citrix Virtual Apps and Desktops
• PowerShell
• ITIL Foundation
• Security+ CE, SSCP, GSEC, CCNA Security
• DoD 8570 IAT Level II

Work Schedule and Location

• Onsite role in Bethesda, Maryland at the Intelligence Community Campus.
• 8-hour shift between 0600-1800, Monday through Friday.
• Support scheduled maintenance activities outside normal business hours when required.

Compensation

• Pay range: USD 73,450 - 132,775 per year.

Benefits

• Competitive compensation
• Health and Wellness programs
• Income Protection
• Paid Leave and Retirement

Original posting date: July 22, 2026