Sr. Tier 2 Helpdesk Specialist

Leidos; Albuquerque (NM); On-site; USD 52,000 - 94,000; Full time

Job summary

Leidos is seeking a Sr. Tier 2 Helpdesk Specialist in Albuquerque, NM to support large-scale migration and IT operations for a DOD contract. You will provide IT service desk support, including troubleshooting, imaging, VDI, and on-site hardware tasks for classified and unclassified environments.

Must hold an active DoD TS/SCI clearance. The role requires strong customer service, extensive IT ticketing experience, and the ability to work across deployment and security processes on a fast-paced

Qualifications

• High School diploma or equivalent with 8+ years of relevant IT experience.
• Active DoD TS/SCI clearance required at time of consideration.
• IAT Level II (SEC+ or equivalent) before start, maintainable during assignment.
• Two+ years of IT ticketing system experience and experience with remote desk tools.

Responsibilities

• Troubleshoot, resolve, or elevate remote and deskside IT issues.
• Resolve connection and imaging issues on classified/unclassified endpoints.
• Perform VDI troubleshooting and resets on SIPR thin clients.
• Deploy and troubleshoot printers and coordinate vendor servicing.
• Set up IT equipment (ADPE) for new employee onboarding.
• Execute routine desktop installation and hardware setup tasks.
• Perform root-cause analysis and advanced diagnostics for complex incidents.
• Troubleshoot advanced connectivity and imaging failures on both unclassified and classified endpoints.
• Remediate complex account access and security for enterprise apps.

Skills

IT service desk

Remote support

Desk-side support

SIPR/VDI familiarity

Education

High School diploma or equivalent

Tools

SIPR thin clients

VDI

Remote takeover tools

ADPE setup

Job description

Description

Leidos is seeking a Sr. Tier 2 Helpdesk Specialist to support large-scale migration and operations on a large, high-profile DOD contract in Albuquerque, NM. The I3TS program provides enterprise-wide IT support to enable DTRA’s Information Management & Technology Directorate (ITD) to consolidate, modernize, and continuously innovate the delivery of IT services and mission capabilities to DTRA’s internal and external mission partners operating in CONUS and OCONUS locations.

In this role, a successful candidate will provide IT Service Desk support installing, operating, maintaining, troubleshooting, administrating, and cybersecurity defense of data and applications hosted in the DTRA Data Center on both the classified and unclassified systems.

Clearance: Must currently hold an active DOD TS/SCI clearance.

Primary Responsibilities:

Technical Support

• Troubleshoot, resolve, or elevate remote and deskside IT issues.
• Resolve connection and imaging issues on classified/unclassified endpoints.
• Perform VDI troubleshooting and resets on SIPR thin clients.
• Deploy and troubleshoot MFDs/printers, and coordinate vendor servicing.
• Set up IT equipment (ADPE) for new employee onboarding.
• Execute routine desktop installation and hardware setup tasks.

Advanced Technical Support

• Perform root-cause analysis and advanced diagnostics to resolve complex remote and deskside IT incidents.
• Troubleshoot advanced connectivity and systemic imaging failures on Unclassified and Classified Endpoints (including SCIF deployments).
• Execute advanced VDI diagnostics and SIPR thin client remediation prior to Tier-III Virtualization escalation.
• Diagnose complex network printing (MFD) faults and coordinate advanced servicing with vendor technicians.
• Remediate complex account administration issues and secure access controls for enterprise applications and services.

Deployment & Infrastructure Support

• Coordinate and execute comprehensive desktop installation projects, encompassing ADPE setup, VTC suites, and network validation.
• Maintain Microsoft Planner Dashboards with detailed technical updates to brief leadership on deployment and device status.

Process & Compliance

• Execute all technical interventions in strict compliance with ITSM, ITIL, and information systems security/assurance protocols.
• Author comprehensive Knowledge Base Articles (KBAs) to document complex workarounds and newly identified fixes.
• Deliver prompt, high-level technical customer service, clearly communicating service degradations and remediation steps to users.
• Mentor peer technicians by demonstrating advanced endpoint and peripheral troubleshooting methodologies.

Basic Qualifications:

• High School with 8+ years of relevant experience.
• Active DoD TS/SCI clearance at time of consideration.
• Current 8140 (Previously 8570), IAT Level II (SEC+ or equivalent) prior to your start date with Leidos, as well as ability to maintain certification for duration of assignment to the DTRA I3TS contract.
• Experience in IT customer service including two (6) years of IT ticketing system experience and one (2) year of experience in remote desk takeover tools and usage.
• Experience meeting service level goals and targets.

Preferred Qualifications:

• Systems or network administration experience in Windows environment and/or advanced PowerShell, scripting
• Familiarity with automated call distribution systems.
• Certification in a process-based platform including programs equal to ITIL, HDI, CoBIT, Lean Six, Six Sigma,etc.

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:

September 28, 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 $52,000.00 - $94,000.00

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 the 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.