Senior Service Desk Analyst – Tier 1

Leidos

. Serve as the first line of technical support for users, performing initial triage and resolving routine issues .

Posted 5/9/2026full-timeAlexandria • Maryland, Virginia • 🇺🇸 United StatesSenior💰 $82,550 - $149,225 per yearWebsite

Tech Stack

Tools & technologies

ITSMServiceNowTypeScript

About the role

Key responsibilities & impact

Serve as the first line of technical support for users, performing initial triage and resolving routine issues
Provide technical support for user issues including account access, system functionality, and platform services
Resolve Tier 1 and Tier 2 service desk tickets, including troubleshooting and issue diagnosis
Support intake, categorization, routing, and tracking of service desk requests across WDP environments
Troubleshoot issues related to user access, system performance, and platform tools
Coordinate escalation of complex issues to Tier 3 support and engineering teams
Ensure compliance with SLAs, KPPs, and service desk performance metrics
Support onboarding, account management, and access provisioning activities
Contribute to development and maintenance of knowledge base content, SOPs, and FAQs
Monitor service desk trends and identify opportunities for process improvement
Support automation and optimization of service desk workflows where applicable
Collaborate with engineering, data, and platform teams to support issue resolution and system improvements
Provide reporting on service desk activity, incidents, and performance metrics
Support automation of service desk processes, including use of AI-enabled tools and workflow automation
Provide reporting and analysis on service desk performance, incidents, and user trends
Support onboarding, access management, and troubleshooting for users across multiple security environments

Requirements

What you’ll need

Active TS/SCI Clearance
Bachelor’s degree in Information Technology, Computer Science, Engineering, or related technical discipline and 8 + years of relevant experience OR Master’s degree in a related field and 6 + 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 Intermediate Technical Support Specialist roles (e.g., Security+, CySA+, or equivalent)
Experience providing technical support in enterprise environments
Experience supporting Tier 1 and Tier 2 service desk operations
Experience with ticketing systems (e.g., ServiceNow, Jira Service Management, or similar)
Experience troubleshooting user access, system, and application issues
Strong problem-solving and communication skills
Familiarity with IT service management (ITSM) principles and practices
Excellent problem-solving and troubleshooting skills
Ability to work in a fast-paced, dynamic environment
Knowledge of DoD security policies and procedures

Benefits

Comp & perks

competitive compensation
Health and Wellness programs
Income Protection
Paid Leave
Retirement

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

troubleshootingissue diagnosisservice desk operationsticketing systemsautomationworkflow optimizationknowledge base developmentreporting and analysisuser access managementsystem performance monitoring

Soft Skills

problem-solvingcommunicationcollaborationadaptabilityprocess improvementtechnical supportcustomer serviceattention to detailtime managementcritical thinking

Certifications

TS/SCI ClearanceBachelor’s degree in Information TechnologyBachelor’s degree in Computer ScienceBachelor’s degree in EngineeringMaster’s degree in a related fieldSecurity+CySA+DoD 8570/8140 baseline certification