SME 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 SME 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 first line of technical support for users performing initial triage and resolving routine issues.
• Provide advanced technical support for user issues across WDP environments including account access system functionality and platform services.
• Diagnose and resolve complex technical issues that cannot be addressed at lower support tiers.
• Support and enhance Tier 13 service desk operations ensuring effective intake triage routing and resolution of service requests.
• Troubleshoot issues related to user access system performance data tools and platform services.
• Coordinate with engineering data AI/ML and platform teams to resolve escalated issues.
• Support implementation and improvement of User Support Operations processes and procedures .
• Analyze service desk trends identify recurring issues and recommend process or system improvements.
• Contribute to development and maintenance of knowledge base content SOPs and FAQs to support self-service capabilities.
• Support automation of service desk processes including use of AI-enabled tools and workflow automation.
• Ensure compliance with SLAs KPPs and customer support performance metrics.
• Provide reporting and analysis on service desk performance incidents and user trends.
• Support onboarding access management and troubleshooting for users across multiple security environments.

Basic Qualifications:

• Active Top Secret (TS) clearance with SCI eligibility.
• Bachelors degree in Information Technology Computer Science Engineering or related technical discipline and 1215 years of relevant experience OR Masters degree in a related field and 1013 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 Advanced Technical Support Specialist roles (e.g. CASP Security or equivalent)
  • Offerings listed in the DoD 8140 Training Repository
  • Demonstrated equivalent training and experience qualifying under DoD 8140 foundational qualification alternatives.
• Extensive experience providing technical support and troubleshooting in enterprise environments.
• Experience supporting Tier 2/3 service desk operations and resolving complex technical issues.
• Experience with ticketing systems (e.g. ServiceNow Jira Service Management or similar).
• Experience supporting user access system configuration and platform services.
• Strong problem-solving analytical and communication skills.
• Strong understanding of IT service management (ITSM) principles and practices.
• Excellent problem-solving and troubleshooting skills.
• Strong communication and interpersonal skills.
• Ability to work in a fast-paced dynamic environment.
• Knowledge of DoD security policies and procedures.

Preferred Qualifications:

• Active TS/SCI clearance.
• Experience supporting service desk operations across NIPRNet SIPRNet and JWICS environments.
• Experience implementing service desk automation AI chatbots or workflow optimization.
• Experience supporting enterprise data analytics or AI platforms.
• ITIL certification or equivalent service management certification.
• Experience operating within SAFe or Agile environments.
• Familiarity with cloud-based environments and security enclaves (IL2 IL5 IL6 JWICS).
• ITIL certification or formal ITSM training.
• Experience implementing automation or self-service solutions within service desk environments.
• Knowledge of data analytics and artificial intelligence applications in a user support context.

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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.

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.