# IT Customer Support Associate

**Company**: Leidos
**Location**: Lorton, VA
**Work arrangement**: onsite
**Experience**: mid
**Job type**: full-time
**Salary**: The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary.
**Category**: IT
**Industry**: Technology

**Apply**: https://leidos.wd5.myworkdayjobs.com/en-US/External/job/Lorton-VA/Enterprise-Help-Desk--EHD--Agent--Tier-1_R-00190276?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_42cbacdc-f09

## Description

We are seeking an IT Customer Support Associate to work onsite at our customer's headquarters located in Washington, D.C. As a highly motivated information professional, you will be responsible for obtaining industry-recognised IT certifications while supporting our customers in a deskside support environment.

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). You will deliver front-line technical support to end-users operating within a comprehensive enterprise IT environment spanning multiple classification levels.

**Primary Responsibilities**

- Possess and demonstrate in-depth knowledge of commonly used IT concepts, practices, and procedures within an Enterprise Help Desk (EHD) environment.

- Attend training during standard business hours and transition to the required operational shift upon completion of training.

- Demonstrate reliable and consistent attendance, punctuality, and dependability in support of daily mission requirements.

- Work as part of a team at a facility in Lorton, VA, with no telework or hybrid work arrangements available.

- Provide account management support and effectively support customers.

- Accurately document EHD tickets in designated EHD tools.

- Identify, research, troubleshoot, and resolve technical issues for end-users.

- Address customer escalations and collaborate with Tier II, Tier III, application owners, and other support teams.

- Understand EHD Service Level Objectives (SLOs) and the Tier 1 role in supporting achievement of those objectives.

- Perform day-to-day EHD operations while ensuring efficiency and adherence to established best practices, processes, and program procedures.

- Work independently with minimal direction or supervision.

- Resolve routine technical problems and issues using established procedures and prescribed solutions.

- Provide input and assist with developing, reviewing, and editing work products.

- Support cross-tier integration to promote consistent, repeatable, and efficient support processes.

**Clearance Required**

- Active DoD Top Secret/SCI (TS/SCI) clearance, or an active Top Secret (TS) clearance with the ability to obtain SCI eligibility prior to the start date.

- Ability to complete an additional investigation for eligibility after your start date.

**Required Experience, Skills, and Education**

- High School diploma or equivalent and 3 – 5 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 working in Service Desk and/or Help Desk environments.

- Proven experience using ticketing systems.

- Excellent customer service, communication, organisational, and technical skills.

- Strong Human-Centered Design and User Experience (HCD/UX) skills.

- Experience ensuring compliance with applicable IT security policies, procedures, and protocols within classified environments.

**Preferred Experience, Skills, and Education**

- Experience working in or supporting a Network Operations Center (NOC) or Security Operations Center (SOC).

- Experience supporting Air Force Life Cycle Management Center (AFLCMC) programs.

- Relevant professional certifications.

- Advanced or expert-level experience with ServiceNow ITSM and Jira Service Management.

- Experience with knowledge management processes.

- Demonstrated ability to improve customer experience and/or operational performance.

## Skills

### Required
- COMPTIA Security+
- Service Desk
- Help Desk
- Ticketing systems
- HCD/UX
- IT security policies

### Nice to have
- Network Operations Center
- Security Operations Center
- Air Force Life Cycle Management Center
- ServiceNow ITSM
- Jira Service Management
- Knowledge management

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Source: [Apply at leidos.wd5.myworkdayjobs.com](https://leidos.wd5.myworkdayjobs.com/en-US/External/job/Lorton-VA/Enterprise-Help-Desk--EHD--Agent--Tier-1_R-00190276?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)