Service Desk Support

**Description** Leidos is seeking a Tier 1/2 Service Desk / Deskside Support Administrator to support the National Digital Exploitation \& OSINT Center (NDOC). This position provides first\-line technical support to users within a highly secure enterprise environment and serves as the initial point of contact for IT service requests and incidents. The successful candidate will provide support via phone, email, chat, remote assistance, and deskside visits to resolve common hardware, software, operating system, account, and peripheral issues. This individual will troubleshoot and resolve issues whenever possible while ensuring timely escalation of more complex incidents to higher\-tier technical support teams. This position requires excellent customer service skills, strong technical aptitude, and the ability to work effectively in a mission\-focused environment supporting Intelligence Community operations. The work location is Bethesda, Maryland at the Intelligence Community Campus. Work schedule is an onsite 8 hour shift between 0600\-1800 Monday through Friday. Primary Responsibilities * Serve as the first point of contact for customer requests and technical incidents through phone, email, chat, walk\-up, and remote support. * Provide timely and professional customer support while maintaining a high level of customer satisfaction. * Troubleshoot and resolve common workstation, software, operating system, printer, telephone, and peripheral device issues. * Install, configure, relocate, and replace desktop computers, monitors, printers, telephones, and other end\-user equipment. * Create, modify, disable, unlock, and troubleshoot Active Directory user and computer accounts. * Perform password resets and assist users with authentication and account access issues. * Join workstations to the Windows domain and perform basic troubleshooting of Active Directory connectivity. * Document customer incidents, service requests, troubleshooting steps, and resolutions within the approved IT Service Management (ITSM) system. * Properly prioritize, categorize, and escalate incidents that require higher\-level technical support. * Perform workstation imaging and deployment using approved enterprise tools and procedures. * Install approved software and perform basic application troubleshooting. * Perform hardware diagnostics and coordinate warranty repairs or equipment replacement when required. * Assist with workstation lifecycle activities including 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. * Support scheduled maintenance activit