Service Desk Support Opportunity Supporting TSA FOCUS

Leidos; Deutschland; Remote; EUR 31.000 - 56.000; Vollzeit

Zusammenfassung

Leidos is seeking qualified professionals for the TSA FOCUS Program. The Service Desk Support role delivers first-line technical and customer support via phone, email, chat, and other channels.

Incidents and requests are triaged, documented, and resolved or escalated to Tier 2 teams as appropriate. The role emphasizes responsive, professional support with accurate records, adherence to SLA, and ongoing communication with TSA users and stakeholders.

Qualifikationen

• Requires 1–3 years of experience in a Service Desk, Help Desk, SPOC, or Tier 1 role in an enterprise or federal IT environment.
• Ability to obtain and maintain TSA Suitability.
• Ability to obtain and maintain Public Trust security clearance.
• Strong customer service, communication, documentation, organization, and problem-solving skills.

Aufgaben

• Receive, document, categorize, prioritize, and triage incidents and service requests.
• Provide first-line technical support using approved procedures and knowledge articles.
• Resolve incidents within Tier 1 scope and escalate as needed.
• Maintain ticket status and communicate updates through resolution.

Kenntnisse

Customer service

Documentation

Communication

Problem-solving

Ausbildung

High school diploma or equivalent

1–3 years service desk experience

Tools

ServiceNow

Jobbeschreibung

Leidos is seeking highly qualified professionals to support the TSA FOCUS Program. We are especially interested in connecting with current incumbent personnel supporting this mission who are interested in continuing their work and bringing their valuable mission knowledge and experience to Leidos.

Position Summary

The Service Desk Support role provides first-line technical and customer support through the FOCUS Single Point of Contact (SPOC) capability. The position receives incidents and service requests through telephone, email, chat, and other approved channels; performs initial troubleshooting and resolution; accurately documents activities; and escalates issues requiring additional technical support.

The position is responsible for providing responsive, professional, customer-focused support while maintaining accurate ticket records and supporting SLA and service-quality objectives.

Essential Duties

• Receive, document, categorize, prioritize, and triage incidents and service requests.
• Provide first-line technical support using approved procedures, knowledge articles, and troubleshooting practices.
• Resolve incidents and requests within the scope of Tier 1 responsibilities.
• Route and escalate unresolved incidents to appropriate Tier 2, field, engineering, or partner support teams.
• Maintain ownership and communication of escalated tickets through resolution.
• Maintain accurate ticket status, work notes, categorization, prioritization, and resolution information.
• Monitor assigned queues and tickets to ensure response and resolution objectives are maintained.
• Apply established escalation procedures and SLA requirements.
• Use approved knowledge articles, SOPs, runbooks, and service documentation to support consistent resolution.
• Identify recurring issues and knowledge gaps and provide feedback to service management and knowledge-management teams.
• Support customer communications and status updates throughout the incident lifecycle.
• Maintain professional and customer-focused interactions with TSA users and stakeholders.

Minimum Qualifications

• Requires high school diploma or equivalent and 1 – 3 years of prior relevant experience. In lieu of degree, additional experience may be required.
• Ability to obtain and maintain TSA Suitability
• Ability to obtain and maintain Public Trust security clearance
• Relevant experience supporting Service Desk, Help Desk, SPOC, or Tier 1 technical support functions in an enterprise or federal IT environment.
• Strong customer service, communication, documentation, organization, and problem-solving skills.
• Ability to follow established technical procedures and service management processes.
• Ability to work effectively in a mission-focused, customer-facing environment.

Preferred Qualifications

• TSA, DHS, or other federal IT experience.
• Experience working in a ServiceNow-based service desk environment.
• ITIL Foundation or comparable service management training.
• Experience supporting government users or geographically distributed organizations.

Please disregard the salary range displayed on this evergreen posting as representative of all TSA FOCUS opportunities. This posting is intended to identify candidates across multiple functional areas and experience levels and, therefore, the displayed range may not reflect the compensation associated with an individual position.

Compensation for specific opportunities will be determined based on the position for which an individual is considered or hired and may vary based on factors including experience level, skills, certifications, education, security clearance requirements, work location, and other position-specific considerations.

Original Posting:

September 10, 2026

For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range:

Pay Range $35,750.00 - $64,625.00

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.