Senior IT Help Desk Specialist (TS/SCI)

Leidos; Bethesda (MD); On-site; USD 92,000 - 167,000; Full time

Benefits offered by this job

Health and Wellness programs

Paid Leave

Retirement

Flexible schedules

Job summary

Leidos is seeking a Sr. Help Desk Specialist within the Intelligence Sector's Analysis Solutions Business Area (ASBA) to deliver elevated customer service support for Service Desk operations.

The role requires expertise in IT systems, user inquiries, and incident management using tools like JIRA, ServiceNow, or Remedy. The successful candidate will have a strong background in IT support across desktop, remote, and hands-on environments, excellent written and spoken English, and the ability to

Qualifications

• Active TS/SCI with polygraph required.
• Bachelor's degree with 8+ years or Master’s with 6+ years of relevant experience; higher experience accepted in lieu of degree.
• Extensive experience providing elevated IT support across phone, remote, and hands-on hardware environments.
• Experience in fast-paced environments and in resolving complex issues.

Responsibilities

• Interact with customers to handle service inquiries and problems.
• Implement, troubleshoot and maintain IT systems.
• Distinguish isolated user problems from enterprise-wide issues.
• Coordinate with customers and stakeholders to collect data and develop solutions for incident tickets.
• Annotate and implement corrective actions to prevent recurrence.

Skills

Customer service

IT support

JIRA

ServiceNow

Remedy

Written communication

Time management

Education

Bachelor's degree with 8+ years

Master's degree with 6+ years

Tools

JIRA

ServiceNow

Remedy

Job description

Leidos is seeking a Sr. Help Desk Specialist within the Intelligence Sector's Analysis Solutions Business Area (ASBA) to deliver elevated customer service support for Service Desk operations.

The role requires expertise in IT systems, user inquiries, and incident management using tools like JIRA, ServiceNow, or Remedy. The successful candidate will have a strong background in IT support across desktop, remote, and hands-on environments, excellent written and spoken English, and the ability to