Onsite Tier 1 Enterprise Help Desk Specialist

Leidos Inc; Lorton (VA); On-site; USD 42,000 - 64,000; Full time

Job summary

Leidos is seeking an IT Customer Support Associate for an onsite Enterprise Help Desk in Lorton, VA, supporting a DoD contract. You will handle front-line IT support, ticketing, and customer service while maintaining security policies and SLA adherence.

The role requires U.S. citizenship and Top Secret/SCI clearance or eligibility, with training and shift coverage including late-evening and weekend hours.

Qualifications

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

Responsibilities

• Possesses and demonstrates in-depth knowledge of IT concepts within an EHD environment.
• Attend training and transition to required operational shift; late second-shift and overnight coverage expected.
• Demonstrates reliable attendance, punctuality, and dependability for mission requirements.
• Hands-on role at a facility in Lorton, VA; telework/hybrid not available.
• Support customers including account management and related activities.
• Document EHD tickets clearly in designated tools.
• Identify, research, troubleshoot, and resolve end-user issues.
• Address escalations and collaborate with Tier II/III and other teams.
• Understand EHD SLOs and Tier 1 role in achieving objectives.
• Perform day-to-day operations following SOPs, IOPs, KBAs, and training materials.
• Contribute to process improvements and documentation.

Skills

Customer service

Communication

Teamwork

Problem solving

Attention to detail

Independent work

Education

High School diploma

Tools

ServiceNow ITSM

Jira Service Management

Ticketing systems

Job description

Leidos is seeking an IT Customer Support Associate for an onsite Enterprise Help Desk in Lorton, VA, supporting a DoD contract. You will handle front-line IT support, ticketing, and customer service while maintaining security policies and SLA adherence.

The role requires U.S. citizenship and Top Secret/SCI clearance or eligibility, with training and shift coverage including late-evening and weekend hours.