Enterprise Help Desk (EHD) Agent, Tier 1
Company: Leidos
Location: Lorton
Posted on: April 2, 2026
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Job Description:
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 1 year of prior relevant experience or High
School diploma or equivalent with a minimum 2 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 9, 2026 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 $41,600.00 - $75,200.00 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.
Keywords: Leidos, Wheaton-Glenmont , Enterprise Help Desk (EHD) Agent, Tier 1, IT / Software / Systems , Lorton, Maryland
