> Markdown version of [/jobs/ext/1731104-tier-1-service-desk](https://www.wearedevelopers.com/jobs/ext/1731104-tier-1-service-desk). 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). --- # Tier 1 Service Desk - **Company:** Leidos, Inc. - **Location:** Washington, DC, United States - **Salary:** $35,750.0 - $64,625.0 - **Contract:** Permanent contract - **Skills:** Multitier Architecture, Microsoft Azure, Issue Tracking Systems, Microsoft Office, Information Technology, Servicenow - **Published:** July 21, 2026 - **Apply:** https://www.clearancejobs.com/jobs/9042738/tier-1-service-desk ## About the Role * High School diploma and a minimum 1 of prior relevant experience. * Must have at least a minimum of 1 year of customer support, deskside or remote support environment experience. * Familiarity with Microsoft Office Suite applications. * Ability to obtain an ITIL v4 and A+ certification (or similar IT certification) within 90 days of hire. * Excellent customer service, communication, organizational and technical skills. * Strong desire to pursue a career in Information Technology. * Must be able to obtain and maintain a Public Trust security clearance prior to start. * Must have a US Citizenship. * Bachelor's degree in Computer Science or an IT related field * Relevant certifications (e.g., , ITIL, HDI, ServiceNow, , CompTIA, Microsoft Azure, etc.,) * Demonstrated ability to improve customer experience and/or operational performance through standardization or innovation. * Strong familiarity with ServiceNow. ## Description Looking for an exciting new step in your IT career? Leidos has an exciting IT Customer Support Associate opportunity working onsite at our customer's headquarters located in Washington, D.C. A highly motivated information professional who is interested in pursuing a career in Information Technology. This person will be responsible for obtaining industry recognized IT certifications as building blocks for a career in Information Technology, while supporting our customers in a deskside support environment. * After an initial acclimation period, you will be responsible for greeting our customers via phone calls, ascertain the nature of the call, resolve issues where possible, open tickets via a ticketing system, and escalate to the appropriate work groups, when necessary. * This position is a "hands-on" position working as part of a team located in Washing DC. * In-depth knowledge of commonly-used IT concepts, practices, and procedures within a Service Desk environment. * Ability to effectively support customers, including, but not limited to account management support. * Determine the functional area of the problem being reported, e.g. hardware, software, telecommunications * Document status updates and communicate to necessary parties. * Provide follow-up to the user on the status of the problem until resolution. * Document the phone calls via the ticketing system, and supply work notes so that other technicians will understand the customer's needs. * 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 Service Level Agreements/Service Level Objectives (SLAs/SLOs) and the Tier 1 role in support of meeting SLOs. * Performs day-to-day Service Desk 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.,). ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [My journey into DevOps world - How it all started!](https://www.wearedevelopers.com/videos/545-my-journey-into-devops-world-how-it-all-started) - [Developer Tools for Microsoft Azure](https://www.wearedevelopers.com/videos/450-developer-tools-for-microsoft-azure) - [Develop enterprise-ready applications for Microsoft Teams with Azure resources on modern web technologies](https://www.wearedevelopers.com/videos/187-develop-enterprise-ready-applications-for-microsoft-teams-with-azure-resources-on-modern-web-technologies) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [AI for Enterprise Developers - Dr. Damir Dobric](https://www.wearedevelopers.com/videos/1831-ai-for-enterprise-developers-dr-damir-dobric) ## 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) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market)