Enterprise Help Desk; EHD Tier 1

Enterprise Help Desk (EHD) Tier 1 Agent – Mission Enablement Center

Leidos delivers innovative solutions through the efforts of diverse and talented people dedicated to our customers’ success.

• This position is a “hands‑on” and mission essential position working as part of a team at a facility in Lorton, VA.
• In‑depth knowledge of commonly‑used IT concepts, practices, and procedures within an EHD environment.
• Ability to effectively support customers, including, but not limited to, account management support.
• Enter EHD tickets accurately and grammatically correctly in the EHD tools.
• Identify, research, and resolve technical problems for end users.
• Address customer escalations and work closely with Tier II, Tier III, application owners and others for quick customer resolution.
• Understand EHD Service Level Objectives (SLOs) and the Tier 1 role in supporting SLOs.
• Perform day‑to‑day EHD operations, ensuring efficiency and adherence to best practices and program procedures.
• Work to achieve day‑to‑day objectives consisting of routine tasks with minimal direction/supervision as well as implementation of new processes and support.
• Resolve routine problems and issues, with clearly prescribed solutions.
• Provide input and assist in editing work documents (e.g., SOPs, IOPs, KBAs, training materials) when needed for the EHD Tier 1 team and Program end users related to the ticketing system.
• Support cross‑tier integration to ensure consistent and repeatable processes.
• Work in a matrix and non‑matrix reporting structure, receiving programmatic direction from various leadership entities.
• Pay close attention to details.
• Adapt to changing work requirements, multiple tasks and priorities, and exercise discretion.
• Work Monday through Friday, eight hours per day during standard business hours. Additional hours, extended shifts, or schedule changes may be required to support evolving mission requirements, including a transition to 24/7 operational coverage.

• Active DoD Top Secret/SCI (TS/SCI) or at least a TS clearance and the ability to obtain a SCI prior to your start date.
• Ability to complete an investigation for eligibility after your start date.

• Bachelor’s degree with a minimum of 1 year of prior relevant experience or High School diploma or equivalent with a minimum of 3 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 in Service Desk/Help Desk environments.
• Proven experience working in ticketing systems and ability to analyze and improve SD/HD workflows, ticketing systems, and resolution processes.
• Ability to work independently and as part of a team.
• Excellent customer service, communication, organizational and technical skills.
• Strong formal Human Centered Design and User Experience (HCD/UX) skills to optimize service delivery and customer interactions.
• Experience ensuring compliance with IT security policies, procedures, and classified environment protocols.

• Experience working in or with a Network Operations Center or Security Operations Center.
• Experience with Air Force Life Cycle Management Center programs.
• Relevant certifications (e.g., PMP, ITIL, HDI, Service Now, JIRA, CompTIA, Microsoft Azure, etc.).
• Expert user in Service Now ITSM and JIRA Service Management.
• Knowledge Management and/or knowledge base articles (KBAs) experience and relevant certifications.
• Demonstrated ability to improve customer experience and/or operational performance through standardization or innovation.
• Demonstrated ability to solve problems or deliver solutions in a creative, forward‑thinking manner, with emphasis on HCD/UX.

$45,500.00 – $82,250.00

Benefits include competitive compensation, health and wellness programs, income protection, paid leave, and retirement.

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.