Onsite IT Help Desk Agent (Tier 1) – Night/Weekend Shifts

Leidos; United States; Remote; USD 42,000 - 60,000; Full time

Job summary

Leidos is seeking an IT Customer Support Associate to join the Enterprise Help Desk team onsite at our Washington, D.C. headquarters. You will deliver frontline technical support, manage user accounts, and document incidents with clear, concise language.

The role requires 3–5 years of relevant experience, US citizenship, and security clearance eligibility. Training will be provided, and the position emphasizes customer service and collaboration in a high-demand environment.

Qualifications

• High School diploma or equivalent with 3–5 years of relevant experience.
• U.S. citizen required.
• Active COMPTIA Security+ (or higher) certification or ability to obtain prior to start date.
• Experience in Service Desk/Help Desk environments.
• Experience using ticketing systems and improving workflows.
• Ability to work independently and as part of a team.
• Excellent customer service, communication, organizational and technical skills.
• Strong Human-Centered Design and User Experience (HCD/UX) skills.

Responsibilities

• Provides front-line IT support in an Enterprise Help Desk environment.
• Manages accounts and documents tickets clearly, concisely, and accurately.
• Resolves routine technical problems using established procedures.
• Escalates issues to Tier II/III and coordinates with other support teams for timely resolution.
• Adheres to Service Level Objectives and supports continuous process improvement.
• Maintains knowledge base, SOPs, IOPs, and training materials as needed.

Skills

Help Desk experience

Ticketing systems

Customer service

Communication

HCD/UX awareness

Team collaboration

Independent work

Education

High School diploma or equivalent

Tools

ServiceNow ITSM

Jira Service Management

Job description

Leidos is seeking an IT Customer Support Associate to join the Enterprise Help Desk team onsite at our Washington, D.C. headquarters. You will deliver frontline technical support, manage user accounts, and document incidents with clear, concise language.

The role requires 3–5 years of relevant experience, US citizenship, and security clearance eligibility. Training will be provided, and the position emphasizes customer service and collaboration in a high-demand environment.