Leidos National Security Sector currently has an opening for a Help Desk Specialist to work in our Edgewood, MD office. This is an exciting opportunity to use your experience to support an End User Customer Support program. In this mission we provide Tier 1 Help Desk Support. All support is provided via phone, and the help desk specialist will troubleshoot access issues such as password resets and VPN. The help desk specialist will be responsible for logging all calls in the ticketing system and escalating issues to the next level when needed.
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Works to achieve day to day objectives consisting of tasks that are typically routine, with some deviation from standard practice. Works under moderate supervision for routine tasks.
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Resolves routine problems and issues, with clearly prescribed solutions. Checks and makes minor adjustments to work methods to solve problems.
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Communicates with colleagues within own project/ work area to obtain or provide information requiring some explanation or interpretation.
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Has substantial understanding of job requirements and overall function.
**This position is a “hands-on” position working as part of a team at our Lakeside facility in Edgewood MD.
Roles & Responsibilities:
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Receive, manage and respond to Help Desk calls supporting the current contract
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Provides Help/Service Desk support to end users on a variety of issues.
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Identifies, researches, and resolves problems.
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Ability to diagnose data communications problems.
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Responds to telephone calls, email and personnel requests.
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Documents, tracks and monitors the problem to ensure a timely resolution.
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Coordinates cross-tier integration to ensure consistent and repeatable processes.
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Enter Help Desk tickets accurately and grammatically correct in Help Desk tools
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Helps drive decisions on administrative or operational matters and ensures operations' effective achievement of objectives.
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Develop, support and establish company guides for the servicing and repairs of contract equipment.
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Relies on instructions, pre-established guidelines and experience to perform the functions of the job.
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Ability to document accurate customer details.
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Ability to research and/or contact sources for information to respond to customer needs.
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Ability to learn customer support essentials to provide Tier 1 level support to customers.
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Ability to provide timely Tier 1 customer support.
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Demonstrate consistent active listening skills
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Escalate more complex issues
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Generate reports from the Help Desk tools
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Must be able to interact professionally and with courtesy with personnel that contact the Help Desk for support.
Minimum Qualifications:
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Must have completed a 2-year degree in Information Technology, Computer Science, or technical related field
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At least 1 year of relevant helpdesk experience
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Must currently possess an active Secret clearance
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CompTIA Security+ required
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1 year Microsoft Active Directory User Account management experience
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Must have a desire to learn and work within a team environment and have at least one year of experience in an organization supporting a US Government/ program.
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Experience and knowledge of PC MS Office/M365 applications & ability to work firsthand with customers.
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Experience in handing PII for commercial and Government customers
Preferred Qualifications:
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Hands-on Experience with PC Applications- M365
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Experience as a customer service/help desk agent
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Experience in call-taking
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Experience in working with US Army customers.
Original Posting:April 3, 2025
For 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.
Pay Range:Pay Range $50,050.00 - $90,475.00
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.
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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.
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