Senior Service Desk Analyst (Tier 1) - WDP

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 join their team supporting enterprise data and analytics products across multiple DoD organizations. This role involves providing technical support for user issues such as account access, system functionality, and platform services while resolving Tier 1 and Tier 2 service desk tickets through troubleshooting and issue diagnosis. The analyst will also coordinate escalations to higher-tier teams, ensure compliance with SLAs and KPPs, and contribute to knowledge base content and SOP development. Key responsibilities include monitoring trends for process improvement opportunities and collaborating with engineering teams on system enhancements. 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+. Familiarity with ITSM principles and knowledge management systems is preferred.

Skills

ServiceNow JIRA Confluence Zendesk Terraform AWS Azure Google Cloud Platform Python SQL Linux Windows ITIL 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 service desk operations.
  • Coordinate escalation of complex issues to higher-tier support teams as needed.
  • Contribute to the development and maintenance of knowledge base content and FAQs.

What we're looking for

  • At least 8 years of relevant experience in IT or a related field (Master’s degree may substitute some experience).
  • Hold DoD 8570/8140 baseline certification such as Security+, CySA+, or equivalent.
  • Provide technical support for user issues and manage Tier 1 and Tier 2 service desk tickets.
  • Troubleshoot system performance, application, and user access issues effectively.
  • Develop and maintain knowledge base content, SOPs, and FAQs in collaboration with teams.
  • Monitor service desk trends and contribute to process improvement initiatives.

Market check

Salary context

This $82,550–$149,225 range sits above 17% of similar postings on FindRole.

Peer median band

$116,175–$198,000

Median floor and ceiling across peers.

Typical midpoint (25–75%)

$122,130–$199,250

Middle half of comparable postings.

Based on 240 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.

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View all roles at Leidos

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