Enterprise Help Desk (EHD) Agent, Tier 1

Description

At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers’ success. We empower our teams, contribute to our communities, and operate sustainably. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.

Looking for an exciting new step in your IT career? Leidos has an exciting IT Customer Support Associate opportunity working onsite at our customer’s headquarters located in Washington, D.C.

A highly motivated information professional who is interested in pursuing a career in Information Technology. This person will be responsible for obtaining industry recognized IT certifications as building blocks for a career in Information Technology, while supporting our customers in a deskside support environment.

The Mission Enablement Center (MDEC) is seeking an experienced Enterprise Help Desk (EHD) Tier 1 Agent to join our team on a high-impact government contract for the US Department of the Airforce (DAF). This position expands the current EHD team to meet growing mission requirements and support needs. The Tier 1 Agent will deliver front line technical support to end users operating within a comprehensive enterprise IT environment spanning multiple classification levels. Responsibilities include account management, troubleshooting, incident documentation, escalation as appropriate, and delivering high-quality customer service in accordance with established service level agreements.

Primary Responsibilities

• Possesses and demonstrates in-depth knowledge of commonly used IT concepts, practices, and procedures within an Enterprise Help Desk (EHD) environment.
• Must be available to attend training, which is typically conducted during standard business hours, and transition to the required operational shift upon completion of training. Current staffing needs are primarily for late second-shift and third-shift/overnight coverage during the week, as well as weekend coverage.
• Demonstrates reliable and consistent attendance, punctuality, and dependability in support of daily mission requirements.
• This is a “hands-on” and mission essential position working as part of a team at a facility in Lorton, VA. Once indoctrinated and granted access to the program, telework and hybrid work arrangements are not available for this position.
• Ability to effectively support customers, including, but not limited to account management support.
• Effectively supports customers and contractors, including, but not limited to, account management and related support activities.
• Accurately documents EHD tickets in designated EHD tools using clear, concise, and grammatically correct language.
• Identifies, researches, troubleshoots, and resolves technical issues for end users.
• Addresses customer escalations and collaborates closely with Tier II, Tier III, application owners, and other support teams to achieve timely resolutions.
• Understands EHD Service Level Objectives (SLOs) and the Tier 1 role in supporting achievement of those objectives.
• Performs day-to-day EHD operations while ensuring efficiency and adherence to established best practices, processes, and program procedures.
• Works independently with minimal direction or supervision to accomplish routine daily objectives, implement new processes, and support evolving operational requirements.
• Resolves routine technical problems and issues using established procedures and prescribed solutions.
• Provides input and assists with developing, reviewing, and editing work products, including Standard Operating Procedures (SOPs), Internal Operating Procedures (IOPs), Knowledge Base Articles (KBAs), training materials, and other documentation supporting the EHD Tier 1 team and program end users.
• Supports cross-tier integration to promote consistent, repeatable, and efficient support processes.
• Works effectively within both matrixed and non-matrixed reporting structures and may receive programmatic direction from multiple leadership entities.
• Demonstrates strong attention to detail.
• Adapts quickly and effectively to changing work requirements, competing priorities, and multiple simultaneous tasks while exercising sound judgment and discretion.

Clearance Required:

• Active DoD Top Secret/SCI (TS/SCI) clearance, or an active Top Secret (TS) clearance with the ability to obtain SCI eligibility prior to the start date.
• Ability to complete an additional investigation for eligibility after your start date.

Required Experience, Skills, and Education:

• High School diploma or equivalent and 3 – 5 years of prior relevant experience.
• U.S. Citizen.
• Active COMPTIA Security+ (or higher) certification or ability to obtain prior to your start date.
• Proven experience working in Service Desk and/or Help Desk environments.
• Proven experience using ticketing systems, with the ability to analyze and improve Service Desk/Help Desk workflows, ticket management processes, and resolution procedures.
• Ability to work independently with minimal supervision and effectively as part of a team.
• Excellent customer service, communication, organizational, and technical skills.
• Strong Human-Centered Design and User Experience (HCD/UX) skills, with experience applying HCD/UX principles to improve service delivery and customer interactions.
• Experience ensuring compliance with applicable IT security policies, procedures, and protocols within classified environments.

Preferred Experience, Skills, and Education:

• Experience working in or supporting a Network Operations Center (NOC) or Security Operations Center (SOC).
• Experience supporting Air Force Life Cycle Management Center (AFLCMC) programs.
• Relevant professional certifications, such as PMP, ITIL, HDI, ServiceNow, Jira, CompTIA, Microsoft Azure, or similar certifications.
• Advanced or expert-level experience with ServiceNow ITSM and Jira Service Management.
• Experience with knowledge management processes, including the development and maintenance of Knowledge Base Articles (KBAs); relevant knowledge management certifications are preferred.
• Demonstrated ability to improve customer experience and/or operational performance through process standardization, continuous improvement, or innovation.
• Demonstrated ability to solve complex problems and deliver creative, forward-thinking solutions, with an emphasis on Human-Centered Design (HCD) and User Experience (UX) principles.

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:

Pay Range:

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.

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 [email protected].

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.