Intermediate Helpdesk Specialist

Leidos is seeking an Intermediate Helpdesk Specialist in Fort Belvoir, VA to support large-scale migration and operations on a high-profile Department of Defense (DOD) contract. 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, you will provide IT Service Desk support, including installing, operating, maintaining, troubleshooting, administering, and cybersecurity defense of data and applications hosted in the DTRA Data Center on both classified and unclassified systems. Active DOD TS/SCI clearance is required at the time of hire.

Responsibilities

• Serve as the initial point of contact for IT-related problems and incidents, providing phone, online, and deskside support to users.
• Perform technical triage, troubleshooting, and issue resolution, following escalation protocols as necessary.
• Provide prompt customer service to DTRA personnel by assisting with IT-related issues.
• Document and communicate service degradation or outage information to customers and assist with resolution.
• Analyze, troubleshoot, and resolve tickets based on the Help Desk allocation process.
• Follow ITSM and ITIL processes to ensure service quality and prompt resolution.
• Ensure assigned tickets stay within the program’s AQL/SLA commitments.
• Open and close tickets in Remedy and/or ServiceNow.
• Ensure all tickets, requests, and work orders are properly documented.
• Create or coordinate the development of Knowledge Base Articles (KBA).
• Troubleshoot complex problems, derive root causes, and apply correct fixes or workarounds.
• Provide support for new employees setting up ADPE (e.g., monitors, keyboard, mouse, VDI, laptop, phone, printer, VTC suite), ensuring network connectivity and resolving account administration issues to provide access to necessary websites, applications, or services.

Requirements

• Bachelor’s Degree with 4+ years of relevant experience or a Master’s Degree with 2+ years of experience. Additional experience will be considered in lieu of a degree.
• Active DOD TS/SCI clearance at the time of hire.
• Successful verification of 8140 (previously 8570) IAT Level II certification (e.g., SEC+ or equivalent) prior to start date, with the ability to maintain certification for the duration of the assignment.
• Experience in IT customer service, including two (2) years of IT ticketing system experience and one (1) year of experience with remote desktop takeover tools.
• Experience meeting service level goals and targets.

Preferred Qualifications

• Experience with Office 365, remote desktop applications, Windows Server, and Cisco networking.
• Certification in process-based platforms such as ITIL, HDI, CoBIT, Lean Six Sigma, or Six Sigma.

Pay

Pay Range: $65,650.00 - $118,675.00. 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.

Benefits

Leidos offers competitive compensation, Health and Wellness programs, Income Protection, Paid Leave, and Retirement. More details are available at www.leidos.com/careers/pay-benefits.

Original posting date: August 4, 2026. 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.