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, Share Point), 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 Service Now 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, 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 $65,650.00 - $118,675.00

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.