Remote Service Desk Analyst - Tier 1 (TSA FOCUS)

Via Logic LLC; United States; Remote; USD 42,000 - 60,000; Full time

Job summary

Leidos is seeking a Service Desk Support professional to provide first-line technical and customer support for the TSA FOCUS program. You will handle incidents and service requests via phone, email, chat, and other channels, document activities, and escalate when needed.

You will maintain ticket records and support SLA-focused service quality. The role requires 1–3 years of relevant experience, ability to obtain TSA suitability and Public Trust clearance, and strong customer service skills to

Qualifications

• High school diploma or equivalent with 1–3 years of relevant experience.
• Ability to obtain TSA Suitability and Public Trust security clearance.
• Experience in Service Desk/Tier 1 support in enterprise or federal IT.
• Strong customer service, communication, documentation, organization, and problem-solving skills.
• Ability to follow established procedures and service management processes.
• Ability to work in a mission-focused, customer-facing environment.

Responsibilities

• 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 Tier 1 scope.
• Route and escalate unresolved incidents to 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 queues and tickets to ensure response and resolution objectives.
• Apply escalation procedures and SLA requirements.
• Use knowledge articles, SOPs, and runbooks to support consistent resolution.
• Identify recurring issues and provide feedback to management and knowledge teams.
• Support customer communications and status updates throughout incident lifecycle.
• Maintain professional interactions with TSA users and stakeholders.

Skills

Customer service

Communication

Documentation

Organization

Problem-solving

Education

High school diploma or equivalent

Tools

ServiceNow

Job description

Leidos is seeking a Service Desk Support professional to provide first-line technical and customer support for the TSA FOCUS program. You will handle incidents and service requests via phone, email, chat, and other channels, document activities, and escalate when needed.

You will maintain ticket records and support SLA-focused service quality. The role requires 1–3 years of relevant experience, ability to obtain TSA suitability and Public Trust clearance, and strong customer service skills to