Enterprise Help Desk (EHD) Agent, Tier 1

Leidos • Lorton, VA

66d • Onsite

About The Position

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.
The Mission Enablement Center (MDEC) is seeking an experienced Enterprise Help Desk (EHD) Tier 1 Agent to join our team on a high-impact government contract for the US Department of the Airforce (DAF). This position expands the current EHD team to meet growing mission requirements and support needs. The Tier 1 Agent will deliver front line technical support to end users operating within a comprehensive enterprise IT environment spanning multiple classification levels. Responsibilities include account management, troubleshooting, incident documentation, escalation as appropriate, and delivering high-quality customer service in accordance with established service level agreements.

Requirements

• High School diploma or equivalent and 3 – 5 years of prior relevant experience.
• U.S. Citizen.
• Active COMPTIA Security+ (or higher) certification or ability to obtain prior to your start date.
• Proven experience working in Service Desk and/or Help Desk environments.
• Proven experience using ticketing systems, with the ability to analyze and improve Service Desk/Help Desk workflows, ticket management processes, and resolution procedures.
• Ability to work independently with minimal supervision and effectively as part of a team.
• Excellent customer service, communication, organizational, and technical skills.
• Strong Human-Centered Design and User Experience (HCD/UX) skills, with experience applying HCD/UX principles to improve service delivery and customer interactions.
• Experience ensuring compliance with applicable IT security policies, procedures, and protocols within classified environments.
• Active DoD Top Secret/SCI (TS/SCI) clearance, or an active Top Secret (TS) clearance with the ability to obtain SCI eligibility prior to the start date.
• Ability to complete an additional investigation for eligibility after your start date.

Nice To Haves

• Experience working in or supporting a Network Operations Center (NOC) or Security Operations Center (SOC).
• Experience supporting Air Force Life Cycle Management Center (AFLCMC) programs.
• Relevant professional certifications, such as PMP, ITIL, HDI, ServiceNow, Jira, CompTIA, Microsoft Azure, or similar certifications.
• Advanced or expert-level experience with ServiceNow ITSM and Jira Service Management.
• Experience with knowledge management processes, including the development and maintenance of Knowledge Base Articles (KBAs); relevant knowledge management certifications are preferred.
• Demonstrated ability to improve customer experience and/or operational performance through process standardization, continuous improvement, or innovation.
• Demonstrated ability to solve complex problems and deliver creative, forward-thinking solutions, with an emphasis on Human-Centered Design (HCD) and User Experience (UX) principles.

Responsibilities

• Possesses and demonstrates in-depth knowledge of commonly used IT concepts, practices, and procedures within an Enterprise Help Desk (EHD) environment.
• Must be available to attend training, which is typically conducted during standard business hours, and transition to the required operational shift upon completion of training. Current staffing needs are primarily for late second-shift and third-shift/overnight coverage during the week, as well as weekend coverage.
• Demonstrates reliable and consistent attendance, punctuality, and dependability in support of daily mission requirements.
• Ability to effectively support customers, including, but not limited to account management support.
• Effectively supports customers and contractors, including, but not limited to, account management and related support activities.
• Accurately documents EHD tickets in designated EHD tools using clear, concise, and grammatically correct language.
• Identifies, researches, troubleshoots, and resolves technical issues for end users.
• Addresses customer escalations and collaborates closely with Tier II, Tier III, application owners, and other support teams to achieve timely resolutions.
• Understands EHD Service Level Objectives (SLOs) and the Tier 1 role in supporting achievement of those objectives.
• Performs day-to-day EHD operations while ensuring efficiency and adherence to established best practices, processes, and program procedures.
• Works independently with minimal direction or supervision to accomplish routine daily objectives, implement new processes, and support evolving operational requirements.
• Resolves routine technical problems and issues using established procedures and prescribed solutions.
• Provides input and assists with developing, reviewing, and editing work products, including Standard Operating Procedures (SOPs), Internal Operating Procedures (IOPs), Knowledge Base Articles (KBAs), training materials, and other documentation supporting the EHD Tier 1 team and program end users.
• Supports cross-tier integration to promote consistent, repeatable, and efficient support processes.
• Works effectively within both matrixed and non-matrixed reporting structures and may receive programmatic direction from multiple leadership entities.
• Demonstrates strong attention to detail.
• Adapts quickly and effectively to changing work requirements, competing priorities, and multiple simultaneous tasks while exercising sound judgment and discretion.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED