Leidos Digital Modernization is hiring a Senior SME 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 advanced technical support for user issues across WDP environments, diagnosing complex problems, and coordinating with engineering teams to resolve escalated issues. The analyst will also enhance Tier 1–3 service desk operations by supporting implementation and improvement of User Support Operations processes, analyzing trends, and recommending system improvements. Key responsibilities include troubleshooting access and performance issues, contributing to knowledge base content, and ensuring compliance with SLAs and KPPs. Candidates should have a Bachelor’s or Master’s degree in IT-related fields along with extensive experience in technical support and enterprise environments, strong problem-solving skills, and ITSM principles understanding. Preferred qualifications include ITIL certification and experience with automation solutions.
Skills
ITSM
CASP+
Security+
DoD 8570/8140
Tier 1–3 service desk operations
Knowledge base content
SOPs
FAQs
Technical support
Troubleshooting
Automation
Self-service solutions
ITIL certification
What you'll do
Provide advanced technical support for user issues across WDP environments.
Diagnose and resolve complex technical issues beyond Tier 1 capabilities.
Enhance service desk operations by supporting intake, triage, routing, and resolution of requests.
Analyze service desk trends to identify recurring issues and recommend improvements.
Contribute to the development and maintenance of knowledge base content and FAQs.
What we're looking for
Extensive experience in providing technical support and troubleshooting in enterprise environments.
Experience supporting Tier 2/3 service desk operations and resolving complex issues.
Strong problem-solving skills with a deep understanding of IT service management principles.
Ability to diagnose and resolve user access, system performance, and platform services issues.
Current DoD 8570/8140 baseline certification for advanced technical support roles (e.g., CASP+, Security+).
Bachelor’s degree in Information Technology or related field with 12–15 years of relevant experience.
Market check
Salary context
This
$105,300–$190,350
range sits above
49%
of similar postings on FindRole.
Peer median band
$113,120–$181,600
Median floor and ceiling across peers.
Typical midpoint (25–75%)
$121,200–$184,987
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.
1887 Alexandria Va, US23 days ago
$105,300–$190,350
ServiceNow
JIRA
Confluence
SLAs
KPIs
User Support Operations Plan (USOP)
Automation
Self-service solutions
FAQs
Knowledge base
Chatbots
Agile methodologies
SAFe
Incident response
DoD 8570/8140