Service Desk Support

00100 LEIDOS, INC.; Bethesda (MD); On-site; USD 73,000 - 133,000; Full time

Job summary

Leidos is seeking a Tier 1/2 Service Desk / Deskside Support Administrator to assist NDOC in a highly secure environment in Bethesda, MD. The role involves first-line technical support across multiple channels, incident documentation, and escalation of complex issues to higher tiers.

The on-site shift runs 0600–1800, Monday through Friday. The candidate should have a DoD 8570 IAT Level II certification or equivalent and US citizenship.

Qualifications

• Bachelor's degree with 4+ years of relevant experience is required or equivalent experience considered.
• Experience in a Service Desk, Help Desk, or Deskside Support environment.
• Experience with Microsoft Windows desktop operating systems and troubleshooting.
• Experience creating and managing user accounts in Microsoft Active Directory.
• Experience with ITSM platforms (ServiceNow, Remedy) and standard IT security practices.

Responsibilities

• Serve as the first point of contact for requests via phone, email, chat, walk-up, and remote support.
• Provide timely, professional support to maintain high customer satisfaction.
• Troubleshoot workstation, software, OS, printer, and peripheral issues.
• Install, configure, and relocate end-user equipment and peripherals.
• Manage user accounts in Active Directory (create, modify, unlock, password resets).
• Assist with authentication issues and domain join operations.
• Document incidents and resolutions in the ITSM system.
• Escalate more complex incidents to higher-tier teams as needed.
• Participate in team meetings and continuous improvement activities.

Skills

Customer service

Analytical thinking

Communication skills

Prioritization

Independent work

Education

Bachelor's degree with 4+ years of relevant experience

Tools

Active Directory

ServiceNow

Remedy

Windows OS

Job description

Leidos is seeking a Tier 1/2 Service Desk / Deskside Support Administrator to support the National Digital Exploitation & OSINT Center (NDOC). This position provides first-line technical support to users within a highly secure enterprise environment and serves as the initial point of contact for IT service requests and incidents. The successful candidate will provide support via phone, email, chat, remote assistance, and deskside visits to resolve common hardware, software, operating system, account, and peripheral issues. This individual will troubleshoot and resolve issues whenever possible while ensuring timely escalation of more complex incidents to higher-tier technical support teams. This position requires excellent customer service skills, strong technical aptitude, and the ability to work effectively in a mission-focused environment supporting Intelligence Community operations.

The work location is Bethesda, Maryland at the Intelligence Community Campus. Work schedule is an onsite 8 hour shift between 0600-1800 Monday through Friday.

Primary Responsibilities

• Serve as the first point of contact for customer requests and technical incidents through phone, email, chat, walk-up, and remote support.
• Provide timely and professional customer support while maintaining a high level of customer satisfaction.
• Troubleshoot and resolve common workstation, software, operating system, printer, telephone, and peripheral device issues.
• Install, configure, relocate, and replace desktop computers, monitors, printers, telephones, and other end-user equipment.
• Create, modify, disable, unlock, and troubleshoot Active Directory user and computer accounts.
• Perform password resets and assist users with authentication and account access issues.
• Join workstations to the Windows domain and perform basic troubleshooting of Active Directory connectivity.
• Document customer incidents, service requests, troubleshooting steps, and resolutions within the approved IT Service Management (ITSM) system.
• Properly prioritize, categorize, and elevate incidents that require higher-level technical support.
• Perform workstation imaging and deployment using approved enterprise tools and procedures.
• Install approved software and perform basic application troubleshooting.
• Perform hardware diagnostics and coordinate warranty repairs or equipment replacement when required.
• Assist with workstation lifecycle activities including deployments, relocations, technology refreshes, and equipment recovery.
• Support operating system updates and approved software installations.
• Contribute to the creation and maintenance of technical knowledge articles and standard operating procedures.
• Follow established security policies and procedures when supporting classified and unclassified environments.
• Participate in team meetings, training activities, and continuous process improvement initiatives.
• Support scheduled maintenance activities outside normal business hours when required.

Basic Qualifications

• Bachelor's degree with 4+ years of relevant experience.
• Additional years of experience may be considered in lieu of a degree.
• Experience supporting Microsoft Windows desktop operating systems.
• Experience providing customer support in a Service Desk, Help Desk, or Deskside Support environment.
• Experience creating and managing user accounts within Microsoft Active Directory.
• Experience troubleshooting common Microsoft Windows operating system and application issues.
• Experience installing and supporting desktop hardware including workstations, printers, scanners, monitors, and peripheral devices.
• Basic understanding of Microsoft technologies including Active Directory, DNS, DHCP, and Group Policy.
• Experience using an enterprise IT Service Management (ITSM) platform such as ServiceNow, Remedy, or equivalent.
• Ability to accurately document incidents, service requests, and technical resolutions.
• Strong customer service, interpersonal, and communication skills.
• Strong analytical and problem-solving abilities.
• Ability to prioritize workload and manage multiple customer requests.
• Ability to work independently while collaborating effectively within a team environment.
• Candidate must meet DoD 8570 IAT Level II certification requirements (Security+ CE, SSCP, GSEC, CCNA Security, or equivalent with an appropriate Computing Environment certification).
• Clearance TS/SCI with Polygraph required for Position or TS/SCI and willingness to obtain a poly.
• US Citizenship is required due to the nature of the government contracts we support.

Preferred Qualifications

• Experience supporting Microsoft 365 applications.
• Experience with Microsoft Endpoint Configuration Manager (MECM/SCCM) or Microsoft Intune.
• Experience supporting virtual desktop environments such as VMware Horizon or Citrix Virtual Apps and Desktops.
• Familiarity with PowerShell for basic administrative tasks.
• Experience troubleshooting endpoint security software.
• Experience supporting secure or classified computing environments.
• ITIL Foundation certification.
• Microsoft, CompTIA, or other relevant desktop support certifications.
• Experience supporting workstation imaging and operating system deployment.
• Basic understanding of networking concepts including TCP/IP, DNS, and DHCP.

If you're looking for comfort, keep scrolling.

At Leidos, we outthink, outbuild, and outpace the status quo — because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 — and moving faster than anyone else dares.

Original Posting: November 9, 2026 For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range

Pay Range: Pay Range $73,450.00 - $132,775.00 The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

Leidos Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $17.2 billion for the fiscal year ended January 2, 2026. For more information, visit www.Leidos.com.

Pay and Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here.

Commitment and Diversity

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.