Tier 1 Service Desk Analyst
Leidos, Fort Belvoir, VA, United States
Job Summary
Leidos is hiring an Intermediate Service Desk Analyst to support large‑scale migration and operations on a high‑profile DOD contract. The Analyst will provide Tier 2 support for IT services, including troubleshooting, incident resolution, and cybersecurity defense for systems in the DTRA data center.
Responsibilities
Serve as the initial point of contact for IT‑related problems, providing phone, virtual, and walk‑up support.
Triage, troubleshoot, and resolve incidents, following ITSM and ITIL processes.
Document and communicate service degradation or outages to customers.
Ensure incidents stay within the program’s AQL/SLA commitments.
Open, update, and close incidents in ServiceNow.
Maintain knowledge base articles and coordinate updates.
Support new employees in setting up government‑furnished equipment and account access.
Required Qualifications
Bachelor’s degree with 4+ years of relevant experience, or Master’s degree with 2+ years, or equivalent experience.
Active DoD TS/SCI clearance.
Information Assurance Technician Level II certification.
At least 2 years experience in an IT customer service environment and 1 year in remote desk administration tools.
Proven record of meeting service‑level goals and targets.
Desired Qualifications
Experience with Office 365, remote desktop applications, Windows Server, and Cisco networking.
Certification in a process‑based platform (e.g., ITIL, HDI, CoBIT, Lean Six Sigma, etc.).
Benefits
Pay range: $65,650.00 – $118,675.00. Employment benefits include health and wellness programs, income protection, paid leave, and retirement plans.
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.
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Leidos is hiring an Intermediate Service Desk Analyst to support large‑scale migration and operations on a high‑profile DOD contract. The Analyst will provide Tier 2 support for IT services, including troubleshooting, incident resolution, and cybersecurity defense for systems in the DTRA data center.
Responsibilities
Serve as the initial point of contact for IT‑related problems, providing phone, virtual, and walk‑up support.
Triage, troubleshoot, and resolve incidents, following ITSM and ITIL processes.
Document and communicate service degradation or outages to customers.
Ensure incidents stay within the program’s AQL/SLA commitments.
Open, update, and close incidents in ServiceNow.
Maintain knowledge base articles and coordinate updates.
Support new employees in setting up government‑furnished equipment and account access.
Required Qualifications
Bachelor’s degree with 4+ years of relevant experience, or Master’s degree with 2+ years, or equivalent experience.
Active DoD TS/SCI clearance.
Information Assurance Technician Level II certification.
At least 2 years experience in an IT customer service environment and 1 year in remote desk administration tools.
Proven record of meeting service‑level goals and targets.
Desired Qualifications
Experience with Office 365, remote desktop applications, Windows Server, and Cisco networking.
Certification in a process‑based platform (e.g., ITIL, HDI, CoBIT, Lean Six Sigma, etc.).
Benefits
Pay range: $65,650.00 – $118,675.00. Employment benefits include health and wellness programs, income protection, paid leave, and retirement plans.
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.
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