Journeyman Service Desk Analyst (Tier 1)

Leidos•Alexandria, VA

1d•Onsite

About The Position

This Department of War enterprise data and analytics program delivers mission-critical capabilities that enable leaders across the Department to make faster, better-informed decisions using trusted data at scale. Leidos Digital Modernization sector is seeking an experienced Journeyman Service Desk Analyst (Tier 1) to support the delivery, enhancement, and adoption of enterprise data and analytics products used across multiple DoD organizations. In this role, you will work alongside government partners, engineers, and other industry teammates to translate operational and strategic requirements into scalable, production-ready solutions. You will contribute directly to product planning, execution, and continuous improvement—helping ensure capabilities are delivered efficiently, aligned to mission priorities, and positioned for sustained success. This position offers the opportunity to work on a high-visibility, enterprise program at the intersection of data, analytics, and emerging AI technologies. Ideal candidates are motivated by mission impact, comfortable operating in complex stakeholder environments, and interested in building deep domain expertise while delivering capabilities with real-world national security outcomes.

Requirements

Bachelor’s degree in Information Technology, Computer Science, Engineering, or related technical discipline and 4 years of relevant experience OR Master’s degree in a related field and 2 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 Basic Technical Support Specialist roles (e.g., Security+, Network+, A+, or equivalent), Offerings listed in the DoD 8140 Training Repository, Demonstrated equivalent training and experience qualifying under DoD 8140 foundational qualification alternatives.
Experience providing technical support or service desk operations in enterprise environments.
Experience with ticketing systems (e.g., ServiceNow, Jira Service Management, or similar).
Experience troubleshooting basic user access and system issues.
Strong communication and customer service skills.
Excellent problem-solving and troubleshooting skills.
Ability to manage multiple tasks and prioritize effectively.

Nice To Haves

Active TS/SCI Clearance.
Experience supporting service desk operations across NIPRNet, SIPRNet, and JWICS environments.
Familiarity with enterprise IT environments, cloud platforms, or data tools.
Experience working in Agile or SAFe environments.
ITIL Foundation certification or equivalent.
Experience using knowledge management systems or support documentation tools.
Experience supporting enterprise data, analytics, or AI platforms.
Experience implementing service desk process improvements or automation.
Experience implementing service desk automation, AI chatbots, or workflow optimization.
Knowledge of data analytics and artificial intelligence applications in a user support context.

Responsibilities

Serve as the primary point of contact (Tier 1) for user support requests across WDP environments.
Receive, log, categorize, and track service desk tickets using approved ticketing systems.
Provide basic technical support for user issues including account access, password resets, and system navigation.
Troubleshoot routine issues related to user access, tools, and platform functionality.
Escalate complex or unresolved issues to Tier 2 or Tier 3 support teams.
Support onboarding activities including account creation, access provisioning, and user setup.
Maintain accurate records of service requests, actions taken, and resolution status.
Assist in maintaining and utilizing knowledge base content, SOPs, and FAQs to support users.
Monitor ticket queues and ensure timely response and resolution in accordance with SLAs.
Communicate with users to provide status updates and ensure customer satisfaction.
Support identification of recurring issues and contribute to process improvement efforts.