Support Technician

Leidos is seeking a to provide Level 1 customer support for the CDC Division of HIV Prevention (DHP) data management and analytics environment. This role supports the DHP Help Desk by receiving, triaging, documenting, resolving, and escalating user requests related to data management systems, analytics platforms, and associated applications. Working closely with the Support Coordinator, Operations Lead, and technical teams, the Support Technician helps ensure timely response to customer requests while maintaining high levels of customer service and operational continuity.

• Receive, log, categorize, prioritize, and track customer support requests using approved ticket management systems.
• Resolve Level 1 user issues and service requests in accordance with established procedures and service level expectations.
• Escalate complex technical issues to appropriate technical teams and monitor progress through resolution.
• Support user account administration activities, including onboarding, offboarding, password resets, and access requests in accordance with approved procedures.
• Maintain accurate ticket documentation, knowledge articles, support logs, and operational records.
• Assist with preparation of operational reports, ticket metrics, dashboards, and service level reporting.
• Support user communications regarding ticket status, scheduled maintenance, outages, and service updates.
• Participate in testing, rollout, and user support activities for new or enhanced applications, including 1CDP and other DHP systems.
• Contribute to continuous improvement of help desk processes, knowledge management, and customer support procedures.

• Associate's degree or Bachelor's degree in Information Systems, Computer Science, Information Technology, Public Health, Business, or related discipline.

• 1-3 years of experience supporting public health, scientific analysis, data management, help desk, customer support, IT operations, or application support activities.

• Experience using ticket management or service management systems.

• Experience supporting Microsoft Windows, Microsoft 365, Teams, SharePoint, and common desktop productivity applications.

• Strong customer service, communication, documentation, and organizational skills.

• Ability to troubleshoot common application and user issues and escalate complex problems appropriately.

• Ability to manage multiple requests in a fast-paced operational environment.

• Ability to obtain/maintain a Public Trust Security Clearance.

• Experience supporting CDC, HHS, or other federal agencies.

• Experience supporting enterprise analytics or data management platforms such as 1CDP, EDAV, SharePoint, Power BI, or similar environments.

• Experience supporting help desk operations, ticket triage, incident management, or customer support centers.

• Familiarity with ServiceNow, Jira Service Management, Azure DevOps, or similar ticket management platforms.

• Experience supporting user onboarding, access management, account provisioning, and operational support activities.

• Experience supporting public health, healthcare, surveillance, or research environments.

• Familiarity with Agile service delivery and IT service management practices.

ITIL Foundation; Azure Fundamentals (AZ-900); Scrum Master; or equivalent certifications.

This position is primarily remote and open to candidates nationwide. Atlanta-area candidates are preferred to attend occasional in-person meetings or collaboration activities at CDC facilities. 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. July 17, 2026 For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above. Pay Range $45,500.00 - $82,250.00 The 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. 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 . 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 .