Tier 1 Service Desk Analyst
Leidos Inc, Fort Belvoir, VA, United States
Description
Leidos is seeking an Intermediate Service Desk Analyst to support large-scale migration and operations on a large, high-profile DOD contract. The I3TS program provides enterprise-wide IT support to enable DTRA's Information Management & Technology Directorate (ITD) to consolidate, modernize, and continuously innovate the delivery of IT services and mission capabilities to DTRA's internal and external mission partners operating in CONUS and OCONUS locations.
In this role, a successful candidate will provide IT Service Desk support installing, operating, maintaining, troubleshooting, administrating, and applying cybersecurity defense of data and applications hosted in the DTRA Data Center on both the classified and unclassified systems.
You will serve as the initial point of contact for IT-related problems and incidents. In this capacity you will provide phone, virtual and walk up support to users, performing technical triage, troubleshooting, resolving issues, and following escalation protocols as necessary.
Additional duties will include:
Provide great and prompt customer service to DTRA personnel by assisting them with IT-related issues
Document and communicate degradation of services or outage issues information to customers and help with resolution
Analyze, troubleshoot, and resolve incidents and SC Tasks based on the Service Desk operating procedure
Follow ITSM and ITIL processes to ensure quality of services and prompt resolution
Ensure your assigned incidents stay within the program's AQL/SLA commitments
Open, update, and resolve incidents in Service Now
Ensure all incidents and SC Tasks are properly documented
Create and/or coordinate the development of Knowledge Base Articles (KBA)
Troubleshoot complex problems and able to derive root causes and apply correct fixes or workarounds
Provide support for new employees setting up Government Furnished Equipment (ex. Monitors, keyboard, mouse, VDI, laptop, phone, printer, VTC suite), ensuring network connectivity, and any unresolved account administration providing access to the necessary websites, applications, or services
Required Qualifications:
Bachelor's Degree with 4+ years of relevant experience or a Masters Degree with 2+ years of experience. Additional experience will be considered in lieu of a degree.
Active DOD TS/SCI Clearance.
Information Assurance Technician (IAT) Level II
Experience in IT customer service environment including two (2) years of IT ticketing system experience and one (1) year of experience in remote desk administration tools and usage
Experience meeting service level goals and targets.
Desired Qualifications:
Experience with Office 365, remote desktop applications, and experience with Windows Server and Cisco networking
Certification in a process-based platform including programs equal to ITIL, HDI, CoBIT, Lean Six, Six Sigma, etc.
Original Posting
April 27, 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 laws.
Pay and Benefits
Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at www.leidos.com/careers/pay-benefits.
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 seeking an Intermediate Service Desk Analyst to support large-scale migration and operations on a large, high-profile DOD contract. The I3TS program provides enterprise-wide IT support to enable DTRA's Information Management & Technology Directorate (ITD) to consolidate, modernize, and continuously innovate the delivery of IT services and mission capabilities to DTRA's internal and external mission partners operating in CONUS and OCONUS locations.
In this role, a successful candidate will provide IT Service Desk support installing, operating, maintaining, troubleshooting, administrating, and applying cybersecurity defense of data and applications hosted in the DTRA Data Center on both the classified and unclassified systems.
You will serve as the initial point of contact for IT-related problems and incidents. In this capacity you will provide phone, virtual and walk up support to users, performing technical triage, troubleshooting, resolving issues, and following escalation protocols as necessary.
Additional duties will include:
Provide great and prompt customer service to DTRA personnel by assisting them with IT-related issues
Document and communicate degradation of services or outage issues information to customers and help with resolution
Analyze, troubleshoot, and resolve incidents and SC Tasks based on the Service Desk operating procedure
Follow ITSM and ITIL processes to ensure quality of services and prompt resolution
Ensure your assigned incidents stay within the program's AQL/SLA commitments
Open, update, and resolve incidents in Service Now
Ensure all incidents and SC Tasks are properly documented
Create and/or coordinate the development of Knowledge Base Articles (KBA)
Troubleshoot complex problems and able to derive root causes and apply correct fixes or workarounds
Provide support for new employees setting up Government Furnished Equipment (ex. Monitors, keyboard, mouse, VDI, laptop, phone, printer, VTC suite), ensuring network connectivity, and any unresolved account administration providing access to the necessary websites, applications, or services
Required Qualifications:
Bachelor's Degree with 4+ years of relevant experience or a Masters Degree with 2+ years of experience. Additional experience will be considered in lieu of a degree.
Active DOD TS/SCI Clearance.
Information Assurance Technician (IAT) Level II
Experience in IT customer service environment including two (2) years of IT ticketing system experience and one (1) year of experience in remote desk administration tools and usage
Experience meeting service level goals and targets.
Desired Qualifications:
Experience with Office 365, remote desktop applications, and experience with Windows Server and Cisco networking
Certification in a process-based platform including programs equal to ITIL, HDI, CoBIT, Lean Six, Six Sigma, etc.
Original Posting
April 27, 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 laws.
Pay and Benefits
Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at www.leidos.com/careers/pay-benefits.
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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