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 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 performance, coordinating escalations, supporting onboarding activities, and monitoring trends for process improvement. Candidates must have an active Secret Clearance, a relevant degree plus years of experience, and certifications like Security+ or CySA+. Preferred qualifications include experience in service desk automation and knowledge management systems.

Skills

ITSM Security+ CySA+ SLAs KPPs Service Desk Knowledge Base SOPs FAQs DoD 8570/8140 Secret Clearance

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.
  • Coordinate escalation of complex issues to higher-tier support teams.
  • Contribute to the development and maintenance of knowledge base content and FAQs.

What we're looking for

  • Active Secret Clearance required.
  • 8+ years of relevant technical support experience or equivalent education and experience.
  • Experience in Tier 1 and Tier 2 service desk operations.
  • Proficiency in troubleshooting user access, system performance, and application issues.
  • Current DoD 8570/8140 baseline certification (e.g., Security+, CySA+).
  • Strong problem-solving and communication skills.

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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