Senior Service Desk Analyst (Tier 1)

Leidos

Actively hiring
Alexandria, VA · Gaithersburg, MD Posted 21 days ago $82,550–$149,225 / year
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At a glance

AI generated

TL;DR

Leidos Digital Modernization seeks a Senior Service Desk Analyst (Tier 1) to support the delivery and enhancement of enterprise data and analytics products for multiple DoD organizations. This role involves providing technical support for user issues, resolving Tier 1 and Tier 2 service desk tickets, and ensuring compliance with SLAs and performance metrics. The analyst will also contribute to knowledge base content, SOPs, and FAQs while collaborating with engineering teams to resolve complex issues. Key responsibilities include troubleshooting system access and performance problems, coordinating escalations, and supporting automation initiatives. Candidates should have a Bachelor’s degree in IT or related field plus 8 years of experience or a Master’s degree plus 6 years, along with relevant certifications like Security+ or CySA+. Strong problem-solving and communication skills are essential, as is familiarity with ITSM principles. Experience with knowledge management systems and process improvements is preferred.

Skills

ServiceNow JIRA Zendesk Terraform Ansible Python SQL Linux Windows VMware Cisco RHEL Ubuntu Docker Kubernetes AWS Azure GoogleCloud CI/CD Prometheus Grafana Security+ CySA+

What you'll do

  • Provide technical support for user issues including account access and system functionality.
  • Resolve Tier 1 and Tier 2 service desk tickets through troubleshooting and issue diagnosis.
  • Ensure compliance with SLAs, KPPs, and performance metrics for the service desk.
  • Contribute to the development and maintenance of knowledge base content and FAQs.
  • Monitor service desk trends and identify opportunities for process improvement.
  • Coordinate escalation of complex issues to Tier 3 support teams.

What we're looking for

  • At least 8 years of experience in IT support or equivalent education.
  • Hold Security+, CySA+, or an equivalent certification.
  • Provide technical support for user issues and manage service desk tickets.
  • Ensure compliance with SLAs, KPPs, and performance metrics.
  • Contribute to knowledge base content and standard operating procedures.

Market check

Salary context

This $82,550–$149,225 range sits above 21% of similar postings on FindRole.

Peer median band

$100,000–$175,125

Median floor and ceiling across peers.

Typical midpoint (25–75%)

$117,500–$164,725

Middle half of comparable postings.

Based on 238 comparable postings.

* 240 is the maximum number of comparable postings sampled.

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 199 open roles on FindRole.

Listed pay typically runs $107,900–$195,050 across 187 roles with salary data.

Most-posted roles

View all roles at Leidos

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