At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers’ success. We empower our teams, contribute to our communities, and operate sustainably. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.
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.
Primary Responsibilities
This position is a “hands-on” and mission essential position working as part of a team at a facility in Lorton, VA.
In-depth knowledge of commonly-used IT concepts, practices, and procedures within an EHD environment.
Ability to effectively support customers, including, but not limited to account management support.
Enter EHD tickets accurately and grammatically correct in the EHD tools.
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 EHD Service Level Objectives (SLOs) and the Tier 1 role in support of meeting SLOs.
Performs day-to-day EHD 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.,) when needed for the EHD Tier 1 team and Program end users related to the ticketing system.
Supports cross-tier integration to ensure consistent and repeatable processes.
Works in a matrix and non-matrix reporting structure including receiving programmatic direction from various Leadership entities.
Must be able to pay close attention to details.
Must have the ability to adapt to changing work requirements, multiple tasks and priorities, and be able to exercise discretion.
Must be able to work Monday through Friday, eight hours per day during standard business hours. Additional hours, extended shifts, or schedule changes may be required to support evolving mission requirements, including a transition to 24/7 operational coverage.
Clearance Required:
Active DoD Top Secret/SCI (TS/SCI) or at least a TS clearance and the ability to obtain a SCI prior to your start date.
Ability to complete an investigation for eligibility after your start date.
Required Experience, Skills, and Education:
Bachelor’s degree with a minimum of 1 year of prior relevant experience or High School diploma or equivalent with a minimum of 3 years of prior relevant experience.
U.S. Citizen.
Active COMPTIA Security+ (or higher) certification or ability to obtain prior to your start date.
Proven experience in Service Desk/Help Desk environments.
Proven experience working in ticketing systems and ability to analyze and improve SD/HD workflows, ticketing systems, and resolution processes.
Ability to work independently and as part of a team.
Excellent customer service, communication, organizational and technical skills.
Strong formal Human Centered Design and User Experience (HCD/UX) skills to optimize service delivery and customer interactions.
Experience ensuring compliance with IT security policies, procedures, and classified environment protocols.
Preferred Experience, Skills, and Education:
Experience working in or with a Network Operations Center or Security Operations Center.
Experience with Air Force Life Cycle Management Center programs.
Relevant certifications (e.g., PMP, ITIL, HDI, ServiceNow, JIRA, CompTIA, Microsoft Azure, etc.,)
Expert user in ServiceNow ITSM and JIRA Service Management.
Knowledge Management and/or knowledge base articles (KBAs) experience and relevant certifications.
Demonstrated ability to improve customer experience and/or operational performance through standardization or innovation.
Demonstrated ability to solve problems or deliver solutions in creative, forward-thinking manner, emphasis on HCD/UX.
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.
Original Posting:March 26, 2026For 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.
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.
Skills Required
- Bachelor's degree with 1 year experience or High School diploma with 3 years experience
- U.S. Citizen
- Active COMPTIA Security+ certification or ability to obtain
- Proven experience in Service Desk/Help Desk environments
- Proven experience with ticketing systems
- Excellent customer service and communication skills
Leidos Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Leidos and has not been reviewed or approved by Leidos.
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Healthcare Strength — Healthcare coverage is described as comprehensive, with multiple plan options, low office-visit copays in some plans, and access to mental health and wellness support tools. The availability of HSA/FSA options and employer contributions is positioned as a meaningful part of the total package.
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Retirement Support — Retirement benefits are framed as a strong component of total rewards, highlighted by a 401(k) match and immediate vesting in the standard package. The Employee Stock Purchase Plan is also presented as an additional long-term wealth-building feature.
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Wellbeing & Lifestyle Benefits — Wellbeing and lifestyle supports extend beyond core insurance, including wellness programs, fitness-related stipends, and assistance resources. Work flexibility and related perks are also included as part of the broader rewards experience.
Leidos Insights
What We Do
We Are Leidos For 50 years we have been tackling some of the biggest problems that face our nation and our world. OUR MISSION Through our culture of innovation and history of performance, we develop deep customer trust built on integrity and create enduring solutions that improve our world. Leidos is a science and technology solutions leader working to address some of the world’s toughest challenges in the defense, intelligence, homeland security, civil, and healthcare markets. The company’s 43,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Va., Leidos reported annual revenues of approximately $11.09 billion for the fiscal year ended January 3, 2020. Leidos was cited for the meaningful work employees perform that is challenging, impactful, and aligned with our customers’ missions as reasons professionals want to work and stay at our company. Leidos has also been named to lists including Forbes’ Best Employers for Diversity, Forbes’ America’s Best Employers for Women, Military Times Best for Vets Employers, and Ethisphere Institute’s World's Most Ethical Companies®. Employees enjoy career enrichment opportunities available through mobility and development and experience rewarding relationships with supportive supervisors and talented colleagues and customers. Employees appreciate our flexible work environment, allowing for and encouraging a true work-life balance. Our professionals are also excited about our Employee Resource Groups, like the newly launched Collaborative Outreach with Remote and Embedded Employees (CORE), which strives to create an environment where every employee, regardless of location, feels fully engaged as a valued employee of Leidos. Your most important work is ahead.
