Enterprise Help Desk (EHD) Tier 1 Agent

Editing Equities Operations Leadership Management Innovation ServiceNow IT Security Market Data Communication Investigation Service Level Microsoft Azure Ancient History Customer Service Technical Support Help Desk Support CompTIA Security+ Account Management Workflow Management User Experience (UX) Lifecycle Management Top Secret Clearance IT Service Management CompTIA Certification Human-Centered Design Service Level Objectives Service Delivery Improvement Customer Experience Improvement Troubleshooting (Problem Solving) Operational Performance Management Information Technology Infrastructure Library Top Secret-Sensitive Compartmented Information (TS/SCI Clearance), * 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 correct in the EHD tools.
• Identifies, researches, and resolves technical problems for end users.
• Addresses customer escalations and works closely with Tier II, Tier III, application owners and others for quick customer resolution.
• Understands EHD Service Level Objectives (SLOs) and the Tier 1 role in support of meeting SLOs.
• Performs day-to-day EHD operations, ensuring efficiency and adherence to best practices and program procedures.
• Works to achieve day-to-day objectives consisting of typically routine tasks with minimal direction/supervision as well as implementation of new processes and support.
• Resolves routine problems and issues, with clearly prescribed solutions.
• Provides input and assists in editing work documents (e.g. SOPs, IOPs, KBAs, training materials, etc.,) when needed for the EHD Tier 1 team and Program end users related to the ticketing system.
• Supports cross-tier integration to ensure consistent and repeatable processes.
• Works in a matrix and non-matrix reporting structure including receiving programmatic direction from various Leadership entities.
• Must be able to pay close attention to details.
• Must have the ability to adapt to changing work requirements, multiple tasks and priorities, and be able to exercise discretion.
• Must be able to 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., 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. Related Jobs Shop Helper Aerotek Manassas, VAOn-Site Construction Data Centers Health Advocacy Inventory Management Valid Driver's License Artificial Intelligence Discounts And Allowances Critical Illness Insurance Verbal Communication Skills Employee Assistance Programs +0 Tenant Services Coordinator CBRE Washington, DCOn-Site Filing Invoicing Mentorship Accounting Real Estate Calculations Communication Microsoft Excel Rent Collection Customer Service Microsoft Office Microsoft Outlook Accounting Software General Mathematics Property Management Organizational Skills Intellectual Curiosity Administrative Functions +0 Lead Dayporter CBRE Washington, DC*On-Site Operations Cleanliness Housekeeping Customer Service Furniture Cleaning Loading And Unloading Equipment Engineering

• 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.

Preferred Experience, Skills, and Education:

• 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, ServiceNow, JIRA, CompTIA, Microsoft Azure, etc.,)
• Expert user in ServiceNow 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 creative, forward-thinking manner, emphasis on HCD/UX.

If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo - because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 - and moving faster than anyone else dares.

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at www.leidos.com/careers/pay-benefits .

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. 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., Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com .