Enterprise Help Desk (EHD) Agent, Tier 1

About the role

The Mission Enablement Center (MDEC) at Leidos is seeking an experienced Enterprise Help Desk (EHD) Tier 1 Agent for a high-impact government contract with the U.S. Department of the Air Force. The position is onsite at a customer's headquarters in Lorton, Virginia, and delivers frontline technical support to end users in a multi-classification enterprise IT environment. It is a hands-on, mission-essential deskside role.

Key responsibilities

• Manage accounts and provide customer and contractor support, including account management.
• Troubleshoot and resolve technical issues, document incidents accurately in EHD tools, and escalate appropriately.
• Collaborate with Tier II, Tier III, application owners and other support teams to resolve escalations.
• Work within EHD Service Level Objectives (SLOs) and follow established procedures and best practices.
• Work independently with minimal supervision and help develop SOPs, IOPs, KBAs and training materials.
• Support cross-tier integration and adapt to changing priorities.

Required profile

• U.S. citizen with a high school diploma or equivalent and 3-5 years of relevant experience.
• Proven experience in Service Desk or Help Desk environments and with ticketing systems.
• Active DoD Top Secret/SCI clearance, or Top Secret with ability to obtain SCI eligibility before start; an additional investigation is required after start.
• Available for training during standard business hours, then for late second-shift, third-shift/overnight and weekend coverage.
• Preferred: NOC/SOC experience, AFLCMC program support, and advanced ServiceNow ITSM and Jira Service Management experience.

Required skills

• Service Desk and Help Desk experience, including ticketing systems and workflow improvement.
• Human-Centered Design and User Experience (HCD/UX) skills applied to service delivery.
• Knowledge management, including KBAs, preferred.
• Preferred certifications: ITIL, HDI, ServiceNow, Jira, CompTIA, Microsoft Azure, PMP.