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 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 and improve system functionality. Essential skills include experience in enterprise environments, ITSM principles, and strong problem-solving abilities. Preferred qualifications involve implementing process improvements and working with knowledge management systems. Candidates must hold an active TS/SCI clearance and relevant certifications such as Security+ or CySA+.

Skills

ServiceNow JIRA Zendesk Trello SLAs KPPs ITSM Security+ CySA+ Linux Windows Active Directory SQL Python PowerShell REST APIs JSON XML Git Confluence Tableau Prometheus

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 service desk performance metrics.
  • 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

  • At least 8 years of relevant experience in IT or a related field (Master’s degree may substitute some experience).
  • Possess DoD 8570/8140 baseline certification such as Security+, CySA+, or equivalent.
  • Provide technical support and resolve Tier 1 and Tier 2 service desk tickets.
  • Troubleshoot user access, system performance, and platform tool issues.
  • Ensure compliance with SLAs, KPPs, and service desk performance metrics.
  • Contribute to knowledge base content, SOPs, and FAQs development.

Market check

Salary context

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

Peer median band

$116,675–$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.

Most-posted roles

View all roles at Leidos

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