Remote Service Desk Pro — Tier 1 Support

Leidos Inc; United States; On-site; USD 36,000 - 65,000; Full time

Benefits offered by this job

Competitive compensation

Health and Wellness programs

Income Protection

Paid Leave and Retirement

Job summary

Leidos is seeking qualified professionals for the TSA FOCUS Program to provide first-line technical and customer support as part of the SPOC capability. You will troubleshoot, document, and resolve issues while maintaining ticket integrity and SLA adherence.

Role requires handling incidents via phone, email, chat, and other channels, escalating when needed and ensuring timely status updates to customers, with a focus on delivering professional, customer-centered service.

Qualifications

• Requires high school diploma or equivalent and 1 - 3 years of prior relevant experience.
• Ability to obtain and maintain TSA Suitability
• Ability to obtain and maintain Public Trust security clearance
• Experience supporting Service Desk, Help Desk, SPOC, or Tier 1 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.

Responsibilities

• Receive, document, categorize, prioritize, and triage incidents and service requests.
• Provide first-line technical support using approved procedures and knowledge articles.
• Resolve incidents and requests within Tier 1 scope.
• Route and escalate unresolved incidents to Tier 2 or other support teams.
• Maintain ownership and communication of escalated tickets through resolution.
• Monitor queues and tickets to ensure response and resolution objectives.

Skills

Customer service

Communication

Documentation

Problem-solving

Education

High School Diploma or equivalent

Tools

ServiceNow

ITIL Foundation training

Job description

Leidos is seeking qualified professionals for the TSA FOCUS Program to provide first-line technical and customer support as part of the SPOC capability. You will troubleshoot, document, and resolve issues while maintaining ticket integrity and SLA adherence.

Role requires handling incidents via phone, email, chat, and other channels, escalating when needed and ensuring timely status updates to customers, with a focus on delivering professional, customer-centered service.