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.
Mission Support Services (MSS) is seeking a Help Desk Analyst (Tier 1) to join our team on the End User Customer Support program under the Nuclear Regulatory Commission (NRC).
The Help Desk Analyst will be responsible for answering inbound and outbound contacts, documenting the contact details within the ticketing system(s), and providing our customers with timely and accurate responses. This will require the individual to possess an IT background to assist customers in troubleshooting and resolving problems and must possess excellent written and verbal communication skills. The support provided is governed by Service Level Agreements and Key Performance Indicators. The ability to interface well with customers at various levels of seniority in a variety of different fields is essential to success in this position.
This is a full-time remote position, but being near one of these regional areas is desired:
Rockville, MD
King of Prussia, PA
Atlanta, GA
Chicago, IL
Arlington, TX
Chattanooga, TN
This position does require a public trust security clearance. This position is not immediately available, the selected candidate(s) will remain on the "bench" until the position is open. The “benching” process does not start until the selected candidate(s) have been granted clearance to support the program.
Primary Responsibilities:
Duties include providing professional, courteous, resourceful support to all incoming calls. Personnel must be proficient in relevant computer applications, customer service principles and practices, contact center telephony and technology. Attention to detail is necessary to manage complexity of contact. Proven ability to perform in a fast-paced environment and manage multiple tasks at once.
Training:
Leidos will provide basic training on the systems that will be used. The training schedule will be anywhere from 2-4 weeks (M-F) where the new hire will work with their supervisor and/or peers to cover the Program knowledge and requirements. The selected candidate will need to attend training during designated hours. In addition to new-hire training, monthly, annual, program required, and ad-hoc training will need to be completed.
Required Experience, Skills, & Education:
High school diploma with a minimum 3 years experience
Already possess ITIL 4 Foundations Certification or be able to obtain the ITIL 4 Foundations Certification no later than 120 days after the hire date
Strong written and oral communication skills
Strong computer hardware and software skills
U.S. Citizen
Must possess an overall understanding of Service Desk operations and technical phases of the job
Understanding of Windows and/or Mac technical skills
Must have excellent customer service skills with the ability to communicate clearly and effectively, also experience in following documented policies and procedures
Ability to interact positively with customers, peers and management
Must have a desire to learn new skills and take the initiative to improve their performance through on the job training
Must be available to assist in development and modification of Knowledge Base Articles
Must be able to adhere to the training schedule without any absences
Use of high-speed internet (minimum of 50 mbps) must be provided by the IT Service Desk Technician
Designated workspace that is quiet and free of loud noise that may distract you and your customer
Must be flexible and willing to work different shifts upon changing business needs
Must be flexible and willing to support different or multiple programs in a shared service desk environment
Must be flexible and willing to work weekends and holidays as needed
Required Clearance:
Preferred Experience, Skills, & Education:
Experience with using IT Service Management (ITSM) or other Case Record Management (CRM) applications
Experience with using ACD/IVR applications
Experience troubleshooting Apple macOS (OSX) and iOS hardware and software
Experience working from home in an IT support role
Experience with Windows 10 and Microsoft Office Suite 2016 or later
Experience with Microsoft Active Directory password resets, account unlocks, account creations, and troubleshooting
Azure experience and/or certification(s)
ITIL 4 Foundations experience and/or certification(s)
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.
July 14, 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 -
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.
About Leidos
Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com.
Pay and Benefits
Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at www.leidos.com/careers/pay-benefits.
Securing Your Data
Beware of fake employment opportunities using Leidos’ name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system – never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at [email protected].
If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.
Commitment to Non-Discrimination
All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.
