Help Desk Analyst, Tier 1

Leidos

Help Desk Analyst providing IT support on End User Customer Support program under the Nuclear Regulatory Commission. Responding to customer inquiries and troubleshooting hardware/software issues in a remote work setting.

Posted 7/14/2026full-timeRemote • Illinois, Maryland, Pennsylvania, Tennessee, Texas • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service skills and technical proficiency in troubleshooting hardware and software issues, with a solid understanding of Service Desk operations. Possesses effective communication abilities to interact with customers at various levels and a commitment to continuous learning and flexibility in work shifts.

Highest-signal resume keywords

ITIL 4 Foundations CertificationCustomer Service SkillsTroubleshooting Hardware/Software IssuesWindows and/or Mac Technical SkillsService Desk Operations Understanding

ATS Keywords

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Applicant Tracking System Keywords

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

Hard Skills

TroubleshootingComputer Hardware SkillsComputer Software SkillsTicketing System DocumentationAccount Password Administration

Soft Skills

Strong Written CommunicationStrong Oral CommunicationDesire to Learn New SkillsFlexibilityInitiative

Tools & Technologies

Ticketing SystemWeb-Based SystemsPhone SupportChat SupportEmail Support

Certifications & Qualifications

ITIL 4 Foundations Certification

Industry Keywords

Service Desk OperationsTechnical SupportCustomer InteractionEnd User AssistanceProblem Diagnosis

About the role

Key responsibilities & impact

Responsible for answering inbound and outbound contacts
Document the contact details within the ticketing system(s)
Provide customers with timely and accurate responses
Assist customers in troubleshooting and resolving problems
Interface well with customers at various levels of seniority
Serve as the initial point of contact for troubleshooting hardware/software issues
Address support requests received over the phone, chat, or email and/or web-based systems
Properly diagnose issues and route unresolved issues to the next level of support
Perform account password administration and process new user account requests
Monitor customer problems to ensure prompt service/resolution is provided
Remain on queue and available to assist end users during specified shift

Requirements

What you’ll need

High school diploma with a minimum 3 years experience
Already possess ITIL 4 Foundations Certification or be able to obtain it no later than 120 days after hire date
Strong written and oral communication skills
Strong computer hardware and software skills
U.S. Citizen
Overall understanding of Service Desk operations and technical phases of the job
Understanding of Windows and/or Mac technical skills
Excellent customer service skills with ability to communicate clearly and effectively
Desire to learn new skills and take initiative to improve performance
Must be flexible and willing to work different shifts upon changing business needs
Must be able to adhere to the training schedule without any absences

Benefits

Comp & perks

Health and Wellness programs
Income Protection
Paid Leave
Retirement