SME Service Desk Analyst (Tier 1)

This Department of War enterprise data and analytics program delivers mission-critical capabilities that enable leaders across the Department to make faster, better-informed decisions using trusted data at scale. Leidos Digital Modernization sector is seeking an experienced SME Service Desk Analyst (Tier 1) to support the delivery, enhancement, and adoption of enterprise data and analytics products used across multiple DoD organizations. In this role, you will work alongside government partners, engineers, and other industry teammates to translate operational and strategic requirements into scalable, production-ready solutions. You will contribute directly to product planning, execution, and continuous improvement—helping ensure capabilities are delivered efficiently, aligned to mission priorities, and positioned for sustained success. This position offers the opportunity to work on a high-visibility, enterprise program at the intersection of data, analytics, and emerging AI technologies. Ideal candidates are motivated by mission impact, comfortable operating in complex stakeholder environments, and interested in building deep domain expertise while delivering capabilities with real-world national security outcomes. Primary Responsibilities Serve as the first line of technical support for users, performing initial triage and resolving routine issues. Provide advanced technical support for user issues across WDP environments, including account access, system functionality, and platform services. Diagnose and resolve complex technical issues that cannot be addressed at lower support tiers. Support and enhance Tier 1–3 service desk operations , ensuring effective intake, triage, routing, and resolution of service requests. Troubleshoot issues related to user access, system performance, data tools, and platform services. Coordinate with engineering, data, AI/ML, and platform teams to resolve escalated issues. Support implementation and improvement of User Support Operations processes and procedures . Analyze service desk trends, identify recurring issues, and recommend process or system improvements. Contribute to development and maintenance of knowledge base content, SOPs, and FAQs to support self-service capabilities. Support automation of service desk processes, including use of AI-enabled tools and workflow automation. Ensure compliance with SLAs, KPPs, and customer support performance metrics. Provide reporting and analysis on service desk performance, incidents, and user trends. Support onboarding, access management, and troubleshooting for users across multiple security environments. Basic Qualifications Active Top Secret (TS) clearance with SCI eligibility . Bachelor’s degree in Information Technology, Computer Science, Engineering, or related technical discipline and 12–15 years of relevant experience OR Master’s degree in a related field and 10–13 years of relevant experience. At least one of the following foundational qualification pathways consistent with DoD 8140 requirements: Current DoD 8570/8140 baseline certification appropriate for Advanced Technical Support Specialist roles (e.g., CASP+, Security+, or equivalent ), Offerings listed in the DoD 8140 Training Repository, Demonstrated equivalent training and experience qualifying under DoD 8140 foundational qualification alternatives. Extensive experience providing technical support and troubleshooting in enterprise environments . Experience supporting Tier 2/3 service desk operations and resolving complex technical issues. Experience with ticketing systems (e.g., ServiceNow, Jira Service Management, or similar). Experience supporting user access, system configuration, and platform services. Strong problem-solving, analytical, and communication skills. Strong understanding of IT service management (ITSM) principles and practices. Excellent problem-solving and troubleshooting skills. Strong communication and interpersonal skills. Ability to work in a fast-paced, dynamic environment. Knowledge of DoD security policies and procedures. Preferred Qualifications Active TS/SCI clearance . Experience supporting service desk operations across NIPRNet, SIPRNet, and JWICS environments. Experience implementing service desk automation, AI chatbots, or workflow optimization . Experience supporting enterprise data, analytics, or AI platforms. ITIL certification or equivalent service management certification. Experience operating within SAFe or Agile environments. Familiarity with cloud-based environments and security enclaves (IL2, IL5, IL6, JWICS). ITIL certification or formal ITSM training. Experience implementing automation or self-service solutions within service desk environments. Knowledge of data analytics and artificial intelligence applications in a user support context. Pay Range Pay Range $105,300.00 - $190,350.00 #J-18808-Ljbffr