Leidos is seeking a Sr. Tier 2 Helpdesk Lead to support large-scale migration and operations on a large, high-profile DOD contract in Fort Belvoir, VA. The I3TS program provides enterprise-wide IT support to enable DTRA’s Information Management & Technology Directorate (ITD) to consolidate, modernize, and continuously innovate the delivery of IT services and mission capabilities to DTRA’s internal and external mission partners operating in CONUS and OCONUS locations.
In this role, a successful candidate will provide IT Service Desk support installing, operating, maintaining, troubleshooting, administrating, and cybersecurity defense of data and applications hosted in the DTRA Data Center on both the classified and unclassified systems.
Clearance: Must currently hold an active DoD TS/SCI clearance.
Primary Responsibilities:
Team Leadership & Task Coordination
Act as the technical shift lead and primary escalation point, providing immediate troubleshooting guidance to help team members overcome complex roadblocks and meet daily operational targets.
Review active workloads and aging tickets, providing guidance to technicians on proper task prioritization and ensuring stalled incidents are addressed in accordance with established ITSM procedures.
Oversee daily queue health and workflow, monitoring the team's proactive self-assignment of tickets to ensure adequate coverage, balanced workloads, and adherence to SLA priorities.
Technical Support
Troubleshoot, resolve, or escalate remote and deskside IT issues.
Resolve connection and imaging issues on classified/unclassified endpoints.
Perform VDI troubleshooting and resets on SIPR thin clients.
Deploy and troubleshoot MFDs/printers, and coordinate vendor servicing.
Set up IT equipment (ADPE) for new employee onboarding.
Execute routine desktop installation and hardware setup tasks.
Advanced Technical Support
Perform root-cause analysis and advanced diagnostics to resolve complex remote and deskside IT incidents.
Troubleshoot advanced connectivity and systemic imaging failures on Unclassified and Classified Endpoints (including SCIF deployments).
Execute advanced VDI diagnostics and SIPR thin client remediation prior to Tier-III Virtualization escalation.
Diagnose complex network printing (MFD) faults and coordinate advanced servicing with vendor technicians.
Remediate complex account administration issues and secure access controls for enterprise applications and services.
Deployment & Infrastructure Support
Coordinate and execute comprehensive desktop installation projects, encompassing ADPE setup, VTC suites, and network validation.
Maintain Microsoft Planner Dashboards with detailed technical updates to brief leadership on deployment and device status.
Process & Compliance
Execute all technical interventions in strict compliance with ITSM, ITIL, and information systems security/assurance protocols.
Author comprehensive Knowledge Base Articles (KBAs) to document complex workarounds and newly identified fixes.
Deliver prompt, high-level technical customer service, clearly communicating service degradations and remediation steps to users.
Mentor peer technicians by demonstrating advanced endpoint and peripheral troubleshooting methodologies.
Basic Qualifications:
High School with 8+ years of relevant experience.
Active DoD TS/SCI clearance at time of consideration.
Current 8140 (Previously 8570), IAT Level II (SEC+ or equivalent) prior to your start date with Leidos, as well as ability to maintain certification for duration of assignment to the DTRA I3TS contract.
Demonstrated experience acting as a shift lead, dispatcher, or team coordinator within an IT Service Desk environment, with a proven track record of supporting peers.
Strong organizational and communication skills with the ability to guide team members and distribute routine operational tasks effectively under standard operating procedures.
Experience in IT customer service including two (8) years of IT ticketing system experience and one (6) year of experience in remote desk takeover tools and usage.
Experience meeting service level goals and targets.
Preferred Qualifications:
Systems or network administration experience in Windows environment and/or advanced PowerShell, scripting
Familiarity with automated call distribution systems.
Certification in a process-based platform including programs equal to ITIL, HDI, CoBIT, Lean Six, Six Sigma,etc.
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:September 11, 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
- High school diploma and 8+ years of relevant experience
- Active DoD Top Secret/SCI clearance at the time of consideration
- Current 8140 IAT Level II certification, such as Security+ or equivalent, before starting
- Experience acting as a shift lead, dispatcher, or team coordinator in an IT service desk environment
- Strong organizational and communication skills, including the ability to guide team members and distribute operational tasks
- IT customer service experience, including the stated ticketing-system and remote desk takeover tool experience requirements
- Experience meeting service-level goals and targets
- Windows systems or network administration experience and/or advanced PowerShell and scripting
- Familiarity with automated call distribution systems
- Certification in a process-based platform such as ITIL, HDI, COBIT, Lean Six Sigma, or Six Sigma
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.
