Journeyman Service Desk Analyst (Tier 1)

This Department of War enterprise data and analytics program delivers mission-critical capabilities that enable leaders across the Department to make faster better-informed decisions using trusted data at scale. Leidos Digital Modernization sector is seeking an experienced Journeyman Service Desk Analyst (Tier 1) to support the delivery enhancement and adoption of enterprise data and analytics products used across multiple DoD organizations.

In this role you will work alongside government partners engineers and other industry teammates to translate operational and strategic requirements into scalable production-ready solutions. You will contribute directly to product planning execution and continuous improvementhelping ensure capabilities are delivered efficiently aligned to mission priorities and positioned for sustained success.

This position offers the opportunity to work on a high-visibility enterprise program at the intersection of data analytics and emerging AI technologies. Ideal candidates are motivated by mission impact comfortable operating in complex stakeholder environments and interested in building deep domain expertise while delivering capabilities with real-world national security outcomes.

Primary Responsibilities:

• Serve as the primary point of contact (Tier 1) for user support requests across WDP environments.
• Receive log categorize and track service desk tickets using approved ticketing systems.
• Provide basic technical support for user issues including account access password resets and system navigation.
• Troubleshoot routine issues related to user access tools and platform functionality.
• Escalate complex or unresolved issues to Tier 2 or Tier 3 support teams.
• Support onboarding activities including account creation access provisioning and user setup.
• Maintain accurate records of service requests actions taken and resolution status.
• Assist in maintaining and utilizing knowledge base content SOPs and FAQs to support users.
• Monitor ticket queues and ensure timely response and resolution in accordance with SLAs.
• Communicate with users to provide status updates and ensure customer satisfaction.
• Support identification of recurring issues and contribute to process improvement efforts.

Basic Qualifications:

• Bachelors degree in Information Technology Computer Science Engineering or related technical discipline and 4 years of relevant experience OR Masters degree in a related field and 2 years of relevant experience.
• At least one of the following foundational qualification pathways consistent with DoD 8140 requirements:
  • Current DoD 8570/8140 baseline certification appropriate for Basic Technical Support Specialist roles (e.g. Security Network A or equivalent)
  • Offerings listed in the DoD 8140 Training Repository
  • Demonstrated equivalent training and experience qualifying under DoD 8140 foundational qualification alternatives.
• Experience providing technical support or service desk operations in enterprise environments.
• Experience with ticketing systems (e.g. ServiceNow Jira Service Management or similar).
• Experience troubleshooting basic user access and system issues.
• Strong communication and customer service skills.
• Excellent problem-solving and troubleshooting skills.
• Ability to manage multiple tasks and prioritize effectively.

Preferred Qualifications:

• Active TS/SCI Clearance.
• Experience supporting service desk operations across NIPRNet SIPRNet and JWICS environments.
• Familiarity with enterprise IT environments cloud platforms or data tools.
• Experience working in Agile or SAFe environments.
• ITIL Foundation certification or equivalent.
• Experience using knowledge management systems or support documentation tools.
• Experience supporting enterprise data analytics or AI platforms.
• Experience implementing service desk process improvements or automation.
• Experience implementing service desk automation AI chatbots or workflow optimization.
• Knowledge of data analytics and artificial intelligence applications in a user support context.

Clearance Required:

• No formal clearance is required at time of start but all applicants must be eligible to obtain a TS/SCI upon employment.

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If youre looking for comfort keep scrolling. At Leidos we outthink outbuild and outpace the status quo because the mission demands it. Were not hiring followers. Were recruiting the ones who disrupt provoke and refuse to fail. Step 10 is ancient history. Were 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 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.