Tier 1 Service Desk

R-00171955

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. 

Primary Responsibilities:

• After an initial acclimation period, you will be responsible for greeting our customers via phone calls, ascertain the nature of the call, resolve issues where possible, open tickets via a ticketing system, and escalate to the appropriate work groups, when necessary. 
  
• This position is a “hands-on” position working as part of a team located in Washing DC.
  
• In-depth knowledge of commonly-used IT concepts, practices, and procedures within a Service Desk environment.
  
• Ability to effectively support customers, including, but not limited to account management support.
  
• Determine the functional area of the problem being reported, e.g. hardware, software, telecommunications 
  
• Document status updates and communicate to necessary parties.
  
• Provide follow-up to the user on the status of the problem until resolution.
  
• Document the phone calls via the ticketing system, and supply work notes so that other technicians will understand the customer’s needs.
  
• 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 Service Level Agreements/Service Level Objectives (SLAs/SLOs) and the Tier 1 role in support of meeting SLOs.
  
• Performs day-to-day Service Desk operations, ensuring efficiency and adherence to best practices and program procedures.
  
• Works to achieve day-to-day 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.,).
  

Basic Qualifications:

• High School diploma and a minimum 1 of prior relevant experience. 
  
• Must have at least a minimum of 1 year of customer support, deskside or remote support environment experience. 
  
• Familiarity with Microsoft Office Suite applications.
  
• Ability to obtain an ITIL v4 and A+ certification (or similar IT certification) within 90 days of hire.
  
• Excellent customer service, communication, organizational and technical skills.
  
• Strong desire to pursue a career in Information Technology.
  
• Must be able to obtain and maintain a Public Trust security clearance prior to start.
  
• Must have a US Citizenship.
  

Preferred Qualifications:

• Bachelor’s degree in Computer Science or an IT related field
  
• Relevant certifications (e.g., , ITIL, HDI, ServiceNow, , CompTIA, Microsoft Azure, etc.,)
  
• Demonstrated ability to improve customer experience and/or operational performance through standardization or innovation.
  
• Strong familiarity with ServiceNow.
  

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: December 10, 2025

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 $35,750.00 - $64,625.00

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 LeidosCareersFraud@leidos.com .

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.