Sr. Help Desk Specialist

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

Benefits offered by this job

Competitive benefits

Paid time off

11 holidays

401K with company match

Flexible schedules

Job summary

Leidos in Bethesda, MD is seeking a Sr. Help Desk Specialist for ASBA, delivering elevated customer service for Service Desk operations and supporting IT systems.

The role requires customer orientation, proficiency with web browsing, client software, and ITSM tools like JIRA, ServiceNow, Remedy; strong written and oral communication is essential. Candidates must hold active TS/SCI with a polygraph, with a Bachelor's (8+ years) or a Master's (6+ years) in a related field, plus readiness to lift

Qualifications

• Active TS/SCI clearance with polygraph is required.
• Bachelor's degree with 8+ years or Master's with 6+ years of relevant experience; equivalent experience considered.
• Extensive experience providing elevated IT support across phone, remote, and hands-on environments.

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 implement solutions for incident tickets.
• Analyze recurring problems and initiate preventive actions.

Skills

TS/SCI with polygraph

IT support

Customer service

Communication skills

Time management

Education

Bachelor's degree

Master's degree

Tools

JIRA

ServiceNow

Remedy

Job description

Description

Leidos has a new and exciting opportunity for a Sr. Help Desk Specialist in our Intelligence Sector's Analysis Solutions Business Area (ASBA). Our talented team is at the forefront in Security Engineering, Computer Network Operations (CNO), Mission Software, Analytical Methods and Modeling, Signals Intelligence (SIGINT), and Cryptographic Key Management. At Leidos, we offer competitive benefits, including Paid Time Off, 11 paid Holidays, 401K with a 6% company match and immediate vesting, Flexible Schedules, Discounted Stock Purchase Plans, Technical Upskilling, Education and Training Support, Parental Paid Leave, and much more. Join us and make a difference in National Security!

This role provides elevated customer service representative support for customer Service Desk operations. This role requires an individual that is very customer oriented and familiar with using desktop software applications such as web browsing and client software, and IT Service Management software such as JIRA, ServiceNow, or Remedy. This individual needs to be detail oriented to capture customer inquiries appropriately. Role requires excellent oral and written communication skills and command of the English language.

Primary Responsibilities:

• Responsible for interacting with customers to handle service inquiries and problems.
• Implement, troubleshoot and maintain a variety of IT systems.
• Distinguish isolated user problems from enterprise-wide application/system problems.
• Coordinate with customers and stakeholders to collect data, conduct analysis, develop, and implement solutions associated with incident tickets and requirements.
• Duties include examining customer problems, identifying & implementing appropriate corrective action to initiate an effective solution/repair or return.
• This role analyzes recurring problems, annotating, and initiates solutions for preventing reoccurrence.

Basic Qualifications:

• To be considered, must have an active TS/SCI with a polygraph.
• Bachelors degree and 8 or more years, or Masters and 6 or more years of prior relevant experience. Will consider additional work experience in lieu of a degree
• Extensive experience providing elevated IT support across phone, remote, and hands-on hardware environments, applying independent judgment, originality, and innovative problem-solving to resolve a broad range of technical issues and assignments.
• Extensive experience working and excelling in a face-paced environment
• Extensive experience with troubleshooting complex issues in a growing environment
• Strong time management skills
• Strong oral and written communications skills
• Physical Requirements: Ability to lift and move IT equipment (up to 30–50 lbs) and crawl under desks for physical cabling or machine setups.

#CABARESTON

#ASBA

#HALO

#HALOincumbents

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.

Pay Range:

Pay Range $92,300.00 - $166,850.00

The Leidos pay range for this job level is a general guideline onlyand 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.

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.

Securing Your Data

Beware of fake employment opportunities using Leidos’ name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system – never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at [e-mail].

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to U.S. Federal Trade Commission.

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.