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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Customer Support Associate - **Company:** Nabout Leidos - **Location:** Washington, DC, United States (Remote available) - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Multitier Architecture, JIRA, Microsoft Azure, CompTIA Security+, Issue Tracking Systems, Knowledge Management, User-Centered Design, Computer Network Operations, Information Technology, Servicenow - **Published:** August 22, 2026 - **Apply:** https://jobs.military.com/career/316582/enterprise-help-desk-ehd-agent-tier-1-virginia-va-lorton ## About the Role * Active DoD Top Secret/SCI (TS/SCI) clearance, or an active Top Secret (TS) clearance with the ability to obtain SCI eligibility prior to the start date.\n * Ability to complete an additional investigation for eligibility after your start date.\n, * High School diploma or equivalent and 3 - 5 years of prior relevant experience.\n * U.S. Citizen.\n * Active COMPTIA Security+ (or higher) certification or ability to obtain prior to your start date.\n * Proven experience working in Service Desk and/or Help Desk environments.\n * Proven experience using ticketing systems, with the ability to analyze and improve Service Desk/Help Desk workflows, ticket management processes, and resolution procedures.\n * Ability to work independently with minimal supervision and effectively as part of a team.\n * Excellent customer service, communication, organizational, and technical skills.\n * Strong Human-Centered Design and User Experience (HCD/UX) skills, with experience applying HCD/UX principles to improve service delivery and customer interactions.\n * Experience ensuring compliance with applicable IT security policies, procedures, and protocols within classified environments.\n, * Experience working in or supporting a Network Operations Center (NOC) or Security Operations Center (SOC).\n * Experience supporting Air Force Life Cycle Management Center (AFLCMC) programs.\n * Relevant professional certifications, such as PMP, ITIL, HDI, ServiceNow, Jira, CompTIA, Microsoft Azure, or similar certifications.\n * Advanced or expert-level experience with ServiceNow ITSM and Jira Service Management.\n * Experience with knowledge management processes, including the development and maintenance of Knowledge Base Articles (KBAs); relevant knowledge management certifications are preferred.\n * Demonstrated ability to improve customer experience and/or operational performance through process standardization, continuous improvement, or innovation.\n * Demonstrated ability to solve complex problems and deliver creative, forward-thinking solutions, with an emphasis on Human-Centered Design (HCD) and User Experience (UX) principles.\n ## Description 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.\n \n \nPrimary Responsibilities\n \n \n * Possesses and demonstrates in-depth knowledge of commonly used IT concepts, practices, and procedures within an Enterprise Help Desk (EHD) environment.\n * Must be available to attend training, which is typically conducted during standard business hours, and transition to the required operational shift upon completion of training. Current staffing needs are primarily for late second-shift and third-shift/overnight coverage during the week, as well as weekend coverage.\n * Demonstrates reliable and consistent attendance, punctuality, and dependability in support of daily mission requirements.\n * This is a "hands-on" and mission essential position working as part of a team at a facility in Lorton, VA. Once indoctrinated and granted access to the program, telework and hybrid work arrangements are not available for this position.\n * Ability to effectively support customers, including, but not limited to account management support.\n * Effectively supports customers and contractors, including, but not limited to, account management and related support activities.\n * Accurately documents EHD tickets in designated EHD tools using clear, concise, and grammatically correct language.\n * Identifies, researches, troubleshoots, and resolves technical issues for end users.\n * Addresses customer escalations and collaborates closely with Tier II, Tier III, application owners, and other support teams to achieve timely resolutions.\n * Understands EHD Service Level Objectives (SLOs) and the Tier 1 role in supporting achievement of those objectives.\n * Performs day-to-day EHD operations while ensuring efficiency and adherence to established best practices, processes, and program procedures.\n * Works independently with minimal direction or supervision to accomplish routine daily objectives, implement new processes, and support evolving operational requirements.\n * Resolves routine technical problems and issues using established procedures and prescribed solutions.\n * Provides input and assists with developing, reviewing, and editing work products, including Standard Operating Procedures (SOPs), Internal Operating Procedures (IOPs), Knowledge Base Articles (KBAs), training materials, and other documentation supporting the EHD Tier 1 team and program end users.\n * Supports cross-tier integration to promote consistent, repeatable, and efficient support processes.\n * Works effectively within both matrixed and non-matrixed reporting structures and may receive programmatic direction from multiple leadership entities.\n * Demonstrates strong attention to detail.\n * Adapts quickly and effectively to changing work requirements, competing priorities, and multiple simultaneous tasks while exercising sound judgment and discretion.\n ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Developer Tools for Microsoft Azure](https://www.wearedevelopers.com/videos/450-developer-tools-for-microsoft-azure) - [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) - [Enabling automated 1-click customer deployments with built-in quality and security](https://www.wearedevelopers.com/videos/83-enabling-automated-1-click-customer-deployments-with-built-in-quality-and-security) - [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) ## 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) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [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)