Service Desk Support Opportunity Supporting 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 highly qualified professionals to support the TSA FOCUS Program. We are especially interested in connecting with current incumbent personnel supporting this mission who are interested in continuing their work and bringing their valuable mission knowledge and experience to Leidos.

Position Summary

The Service Desk Support role provides first-line technical and customer support through the FOCUS Single Point of Contact (SPOC) capability. The position receives incidents and service requests through telephone, email, chat, and other approved channels; performs initial troubleshooting and resolution; accurately documents activities; and escalates issues requiring additional technical support.

The position is responsible for providing responsive, professional, customer-focused support while maintaining accurate ticket records and supporting SLA and service-quality objectives.

Essential Duties

• 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 the scope of Tier 1 responsibilities.
• Route and elevate unresolved incidents to appropriate 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 assigned queues and tickets to ensure response and resolution objectives are maintained.
• Apply established escalation procedures and SLA requirements.
• Use approved knowledge articles, SOPs, runbooks, and service documentation to support consistent resolution.
• Identify recurring issues and knowledge gaps and provide feedback to service management and knowledge-management teams.
• Support customer communications and status updates throughout the incident lifecycle.
• Maintain professional and customer-focused interactions with TSA users and stakeholders.

Minimum Qualifications

• Requires high school diploma or equivalent and 1 - 3 years of prior relevant experience. In lieu of degree, additional experience may be required.
• Ability to obtain and maintain TSA Suitability
• Ability to obtain and maintain Public Trust security clearance
• Relevant experience supporting Service Desk, Help Desk, SPOC, or Tier 1 technical support functions 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.

Preferred Qualifications

• TSA, DHS, or other federal IT experience.
• Experience working in a ServiceNow-based service desk environment.
• ITIL Foundation or comparable service management training.
• Experience supporting government users or geographically distributed organizations.

Please disregard the salary range displayed on this evergreen posting as representative of all TSA FOCUS opportunities. This posting is intended to identify candidates across multiple functional areas and experience levels and, therefore, the displayed range may not reflect the compensation associated with an individual position.

Compensation for specific opportunities will be determined based on the position for which an individual is considered or hired and may vary based on factors including experience level, skills, certifications, education, security clearance requirements, work location, and other position-specific considerations.

Join Leidos and help continue delivering the technology, expertise, and mission support that enable TSA FOCUS operations.

About 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 $16.7 billion for the fiscal year ended January 3, 2025. 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 at www.leidos.com/careers/pay-benefits.

Commitment to Non-Discrimination

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.

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