Enterprise Help Desk Agent Tier 1
Enterprise Help Desk Agent Tier 1
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$ 44200 - 79900
1 Vacancy
Job Description
Leidos is seeking an experienced Enterprise Help Desk (EHD) Agent Tier 1 to join the Mission Support Services (MSS) team. MSS is a shared service internal investment group under the Digital Modernization Sector and the Repeatable Offerings organization supporting multiple Service Desks and ServiceNow implementations for both Leidos and Federal Government customers. This is a new EHD in support of a fastpaced DoD program. This position includes providing Tier 1 support for end users utilizing a comprehensive IT enterprise solution across multiple classification levels.
** Range: $50000 $70000 **
Primary Responsibilities
- This position is a handson position working as part of a team at a facility in Lorton VA.
- Indepth knowledge of commonlyused IT concepts practices and procedures within a Help Desk environment.
- Ability to effectively support customers including but not limited to account management support.
- Enter EHD tickets accurately and grammatically correct in the EHD tools.
- Identifies researches and resolves technical problems for end users.
- Addresses customer escalations and works closely with Tier II Tier III application owners and others for quick customer resolution.
- Understands EHD Service Level Objectives (SLOs) and the Tier 1 role in support of meeting SLOs.
- Performs daytoday EHD operations ensuring efficiency and adherence to best practices and program procedures.
- Works to achieve daytoday objectives consisting of typically routine tasks with minimal direction/supervision as well as implementation of new processes and support.
- Resolves routine problems and issues with clearly prescribed solutions.
- Provides input and assists in editing work documents (e.g. SOPs IOPs KBAs training materials etc. when needed for the EHD Tier 1 team and Program end users related to the ticketing system.
- Supports crosstierintegration to ensure consistent and repeatable processes.
- Works in a matrix and nonmatrix reporting structure including receiving programmatic direction from various Leadership entities.
- Must be able to pay close attention to details.
- Must have the ability to adapt to changing work requirements multiple tasks and priorities and be able to exercise discretion.
- Must be able to work Monday Friday 8 hours per day. Additionally longer shifts or change to shift may be required to support business needs.
Clearance Required:
- Active DoD Top Secret/SCI (TS/SCI) or at least a TS clearance and the ability to obtain a SCI prior to start date.
Required Experience Skills and Education:
- Bachelors degree with a minimum 1 year of prior relevant experience. High school diploma with additional experience may be considered in lieu of degree.
- U.S. Citizen.
- Proven experience in Service Desk/Help Desk environments.
- Proven experience working in ticketing systems and ability to analyze and improve SD/HD workflows ticketing systems and resolution processes.
- Ability to work independently and as part of a team.
- Excellent customer service communication organizational and technical skills.
- Strong formal Human Centered Design and User Experience (HCD/UX) skills to optimize service delivery and customer interactions.
- Experience ensuring compliance with IT security policies procedures and classified environment protocols.
Preferred Experience Skills and Education:
- Experience working in or with a Network Operations Center or Security Operations Center.
- Experience with Air Force Life Cycle Management Center programs.
- Relevant certifications (e.g. PMP ITIL HDI ServiceNow JIRA CompTIA Microsoft Azure etc.
- Expert user in ServiceNow ITSM and JIRA Service Management.
- Knowledge management and/or knowledge base articles experience and relevant certifications.
- Demonstrated ability to improve customer experience and/or operational performance through standardization or innovation.
- Demonstrated ability to solve problems or deliver solutions in creative forwardthinking manner emphasis on HCD/UX.
Original Posting:
April 25 2025For 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 $44200.00 $79900.00The 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.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
