IT Service Desk Technician

Leidos

Leidos remote IT Service Desk Technician providing Tier 1 support for government and commercial technology services. Troubleshooting hardware/software, managing tickets, and assisting users across a 24x7x365 shared service desk.

Posted 8/13/2026full-timeRemote • 🇺🇸 United StatesJunior💰 $31,850 - $57,575 per yearWebsite

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 hardware and software troubleshooting, with the ability to follow documented procedures and maintain effective communication. Capable of managing user expectations and providing timely resolutions in a shared service desk environment.

Highest-signal resume keywords

Customer Service SkillsTechnical TroubleshootingService Desk OperationsKnowledge Base ManagementPublic Trust Clearance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Computer Hardware SkillsComputer Software SkillsWindows Technical SkillsMac Technical SkillsTicketing Systems DocumentationAccount Password AdministrationMicrosoft Active DirectoryAzure ExperienceITIL 4 FoundationsACD/IVR Applications

Soft Skills

Written Communication SkillsOral Communication SkillsInterpersonal SkillsFlexibilityDesire to Learn

Tools & Technologies

ITSM ApplicationsMicrosoft Office Suite 2016Knowledge Base ArticlesHigh-Speed InternetRemote Work Tools

Certifications & Qualifications

Public Trust ClearanceITIL 4 Foundations Certification

Industry Keywords

Service Desk SupportShared Service Desk ModelCustomer InteractionTroubleshootingOperating Procedures

Tech Stack

Tools & technologies

AzureiOSITSMMacOS

About the role

Key responsibilities & impact

Answer inbound and outbound contacts and provide timely, accurate customer responses
Provide Tier 1 Service Desk support through a shared service desk model
Serve as the initial point of contact for hardware and software troubleshooting
Address support requests received by phone, chat, email, and web-based systems
Follow Knowledge Base Articles when handling different topics
Diagnose issues and route unresolved issues to the next level of support
Document user information, contact reasons, troubleshooting steps, and resolutions in ticketing systems
Perform account password administration and process new user account requests
Manage user expectations and provide resolution or follow-up information
Provide prompt, courteous, and professional responses
Maintain and execute standard and internal operating procedures
Follow security requirements requested by the Government Security Officer
Monitor customer problems to ensure prompt, satisfactory service and resolution
Remain on queue and available during the specified shift
Complete new-hire, monthly, annual, program-required, and ad-hoc training
Support different or multiple programs and shifts as business needs change

Requirements

What you’ll need

High school diploma with a minimum 1 year experience
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 and ability to communicate clearly and effectively
Experience following documented policies and procedures
Ability to interact positively with customers, peers, and management
Desire to learn new skills and improve performance through on-the-job training
Ability to assist in development and modification of Knowledge Base Articles
Ability to adhere to the training schedule without absences
High-speed internet of at least 50 Mbps provided by the technician
Quiet, designated workspace free of distracting loud noise
Flexibility to work different shifts as business needs change
Flexibility to support different or multiple programs in a shared service desk environment
Flexibility to work weekends and holidays as needed
Ability to obtain Public Trust Clearance
Preferred: experience with ITSM or CRM applications
Preferred: experience with ACD/IVR applications
Preferred: experience troubleshooting Apple macOS and iOS hardware and software
Preferred: experience working from home in an IT support role
Preferred: experience with Windows 10 and Microsoft Office Suite 2016 or later
Preferred: experience with Microsoft Active Directory password resets, account unlocks, account creations, and troubleshooting
Preferred: Azure experience and/or certifications
Preferred: ITIL 4 Foundations experience and/or certification

Benefits

Comp & perks

Health and Wellness programs
Income Protection
Paid Leave
Retirement
Leidos-provided basic training on the systems used
Monthly, annual, program-required, and ad-hoc training
Full-time remote position