Enterprise Help Desk Agent, Tier 1

Leidos

Confirmed live yesterday High trust

Quick summary

Work type: On-site
Location: Lorton, VA
Employment: Full-time
Posted: 34 days ago
Freshness: Confirmed live yesterday
Nearby: 99+ roles within 25 mi

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Salary context

How this pay compares to similar roles

Similar $152k

$103k most similar roles pay here $189k

This listing doesn't post a salary. Most similar roles pay $122,988–$180,387.

Based on 240 similar postings.

Employer

About Leidos

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations.

Leidos currently has 353 open roles on FindRole.

Listed pay typically runs $92,300–$166,850 across 297 roles with salary data.

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At a glance

TL;DR · Enterprise Help Desk Agent, Tier 1

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Enterprise Help Desk (EHD) Agent, Tier 1 joins the Mission Enablement Center team to provide front-line technical support within a comprehensive enterprise IT environment spanning multiple classification levels. This role involves managing accounts, documenting tickets in designated tools, troubleshooting and resolving technical issues for end users, and collaborating with higher-tier teams to meet service level objectives. The position requires proficiency in ticketing systems, knowledge management, and Human-Centered Design and User Experience principles to improve service delivery. Key technologies and skills include ServiceNow ITSM, Jira Service Management, and CompTIA Security+ certification. The work involves supporting a high-impact government contract for the US Department of the Airforce, ensuring compliance with IT security policies in classified environments while maintaining standard operating procedures and knowledge base articles to ensure consistent, efficient support across various technical tiers.

Skills

ServiceNow Jira ITIL CompTIA Security+ Microsoft Azure Ticketing Systems Knowledge Management HCD UX Deskside Support Network Operations Center Security Operations Center Information Technology Account Management

What you'll do

Provide front-line technical support and account management to end users in a multi-classification environment.
Identify, research, troubleshoot, and resolve technical issues for customers and contractors.
Document all help desk tickets accurately using clear, concise language in designated tracking tools.
Escalate complex issues to Tier II and Tier III teams to ensure timely resolution of customer problems.
Develop and edit technical documentation including Standard Operating Procedures (SOPs) and Knowledge Base Articles (KBAs).
Perform day-to-day help desk operations while adhering to established service level objectives and best practices.
Ensure compliance with IT security policies and protocols within a classified environment.

What we're looking for

Must be a U.S. citizen.
Active DoD Top Secret/SCI clearance, or an active Top Secret clearance with the ability to obtain SCI eligibility before start date.
High School diploma or equivalent and 3–5 years of prior relevant experience.
Active CompTIA Security+ (or higher) certification, or the ability to obtain it before the start date.
Proven experience in Service Desk/Help Desk environments and using ticketing systems.
Strong Human-Centered Design and User Experience (HCD/UX) skills.
Experience ensuring compliance with IT security policies within classified environments.
Experience supporting NOC/SOC, AFLCMC programs, or holding certifications like PMP, ITIL, ServiceNow, or Jira (preferred).