Onsite Enterprise Help Desk Tier 1 Agent

Leidos; Lorton (VA); On-site; USD 55,000 - 75,000; Full time

Job summary

Leidos is seeking an IT Customer Support Associate to join the Mission Enablement Center (MDEC) team in Lorton, VA. The role provides frontline desk-side IT support for end users in a government contracting environment and requires TS/SCI eligibility.

You will document tickets, follow SLAs, assist with knowledge base updates, and coordinate with Tier II/III and application owners to achieve timely resolutions. Onsite work only with shift flexibility.

Qualifications

• High School diploma or equivalent required; 3–5 years in a Service Desk/Help Desk environment preferred.
• Active COMPTIA Security+ certification or ability to obtain prior to start date.
• Excellent customer service, communication, organizational, and technical skills.
• Experience applying HCD/UX principles to improve service delivery.
• Experience with IT security policies in classified environments.

Responsibilities

• Provide front line EHD support and perform desk-side IT assistance.
• Document tickets clearly and update incident records in designated tools.
• Escalate to Tier II/III and collaborate to ensure timely resolutions.
• Maintain awareness of EHD Service Level Objectives and contribute to meeting them.
• Assist with SOPs, KBAs, and training materials for the EHD team.

Skills

Customer service

HCD/UX

Team collaboration

Attention to detail

Strong communication

Education

High School diploma or equivalent

CompTIA Security+ certification

Tools

ServiceNow ITSM

Jira Service Management

Ticketing systems

Job description

Leidos is seeking an IT Customer Support Associate to join the Mission Enablement Center (MDEC) team in Lorton, VA. The role provides frontline desk-side IT support for end users in a government contracting environment and requires TS/SCI eligibility.

You will document tickets, follow SLAs, assist with knowledge base updates, and coordinate with Tier II/III and application owners to achieve timely resolutions. Onsite work only with shift flexibility.