> Markdown version of [/jobs/ext/1317373-support-technician](https://www.wearedevelopers.com/jobs/ext/1317373-support-technician). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Support Technician - **Company:** Leidos, Inc. - **Location:** Atlanta, GA, United States (Remote available) - **Experience:** Starter - **Salary:** $45,500.0 - $82,250.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Agile Methodology, JIRA, Microsoft Azure, Information Systems, Customer Data Management, Common Desktop Environments, Identity and Access Management, Information Technology Operations, Knowledge Management, Scrum Methodology, Productivity Software, Power BI, Microsoft SharePoint, Information Technology, Data Management, User Administration, Servicenow - **Published:** July 17, 2026 - **Apply:** https://www.clearancejobs.com/jobs/9038484/support-technician ## About the Role * 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. ## Description 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. * ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Beyond Dashboards: Fixing Text-to-SQL with Semantic RAG](https://www.wearedevelopers.com/videos/2036-beyond-dashboards-fixing-text-to-sql-with-semantic-rag) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [ZEISS & Microsoft - Building the Next Generation Medical Ecosystem in the Cloud](https://www.wearedevelopers.com/videos/424-zeiss-microsoft-building-the-next-generation-medical-ecosystem-in-the-cloud) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [REST, GraphQL, gRPC, and more: A comparison of modern API styles](https://www.wearedevelopers.com/videos/100247-rest-graphql-grpc-and-more-a-comparison-of-modern-api-styles) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer)