Journeyman Service Desk Analyst; Tier 1

Overview

Leidos Digital Modernization sector is seeking an experienced Journeyman Service Desk Analyst (Tier1) to support the delivery, enhancement, and adoption of enterprise data and analytics products across multiple DoD organizations. The analyst will work with government partners, engineers, and industry teammates to translate operational and strategic requirements into scalable, production‑ready solutions, contributing directly to product planning, execution, and continuous improvement.

• Serve as the primary Tier1 point of contact 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 Tier2 or Tier3 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.
• Identify recurring issues and contribute to process improvement efforts.

• Active TS/SCI clearance.
• Bachelor’s degree in Information Technology, Computer Science, Engineering, or related technical discipline and 4–8years of relevant experience
  ** or
  * * Master’s degree in a related field and 2–6years of relevant experience.
• Current DoD
  8570/8140 baseline certification appropriate for Basic Technical Support Specialist roles (e.g., Security+, Network+, A+).
• Experience providing technical support or service desk operations in enterprise environments.
• Experience with ticketing systems (e.g., Service Now, Jira Service Management).
• 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.

• 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.

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.