Remote Service Desk Specialist - First-Line IT Support

Leidos Inc; Reston (VA); On-site; USD 36,000 - 65,000; Full time

Job summary

Leidos is seeking qualified professionals to support the TSA FOCUS Program. The Service Desk Support role provides first-line technical and customer support through the FOCUS SPOC capability, handling incidents and requests via phone, email, chat, and other channels.

The role emphasizes accurate ticket records, SLA adherence, and professional customer interaction while coordinating with Tier 2 and other teams to resolve issues.

Qualifications

• Requires high school diploma or equivalent and 1–3 years of relevant experience.
• Ability to obtain and maintain TSA Suitability and Public Trust.
• Experience in Service Desk, Help Desk, SPOC, or Tier 1 support in an enterprise or federal IT environment.
• Strong communication, documentation, organization, and problem-solving skills.
• Ability to follow established procedures and 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 and knowledge articles.
• Resolve Tier 1 incidents and requests within scope.
• Route escalated issues to Tier 2, field, engineering, or partner support.
• Maintain ticket ownership and status through resolution.
• Monitor queues to ensure response and resolution objectives.
• Apply escalation procedures and SLA requirements.
• Use SOPs and runbooks for consistent resolution.
• Identify recurring issues and provide feedback to support teams.
• Communicate status updates to customers throughout incident lifecycle.
• Maintain professional, customer-focused interactions with TSA users.

Skills

Customer service

Communication

Documentation

Problem-solving

Organization

Education

High school diploma or equivalent

Tools

ServiceNow

Job description

Leidos is seeking qualified professionals to support the TSA FOCUS Program. The Service Desk Support role provides first-line technical and customer support through the FOCUS SPOC capability, handling incidents and requests via phone, email, chat, and other channels.

The role emphasizes accurate ticket records, SLA adherence, and professional customer interaction while coordinating with Tier 2 and other teams to resolve issues.