Senior 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 Senior 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 technical support for user issues including account access, system functionality, and platform services. Resolve Tier 1 and Tier 2 service desk tickets, including troubleshooting and issue diagnosis. Support intake, categorization, routing, and tracking of service desk requests across WDP environments. Troubleshoot issues related to user access, system performance, and platform tools. Coordinate escalation of complex issues to Tier 3 support and engineering teams. Ensure compliance with SLAs, KPPs, and service desk performance metrics. Support onboarding, account management, and access provisioning activities. Contribute to development and maintenance of knowledge base content, SOPs, and FAQs. Monitor service desk trends and identify opportunities for process improvement. Support automation and optimization of service desk workflows where applicable. Collaborate with engineering, data, and platform teams to support issue resolution and system improvements. Provide reporting on service desk activity, incidents, and performance metrics. Support automation of service desk processes, including use of AI-enabled tools and workflow automation. 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 Bachelor’s degree in Information Technology, Computer Science, Engineering, or related technical discipline and 8+ years of relevant experience OR Master’s degree in a related field and 6+ years of relevant experience. At least one of the following foundational qualification pathways consistent with DoD 8140 requirements: Experience providing technical support in enterprise environments. Experience supporting Tier 1 and Tier 2 service desk operations. Experience with ticketing systems (e.g., ServiceNow, Jira Service Management, or similar). Experience troubleshooting user access, system, and application issues. Strong problem-solving and communication skills. Familiarity with IT service management (ITSM) principles and practices. Excellent problem-solving and troubleshooting 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 supporting enterprise data, analytics, or AI platforms. Experience implementing service desk process improvements or automation. ITIL certification or equivalent service management certification. Experience with knowledge management systems and user support documentation. Experience operating within SAFe or Agile environments. Familiarity with cloud-based environments and security enclaves (IL2, IL5, IL6, JWICS). Experience implementing service desk automation, AI chatbots, or workflow optimization. Knowledge of data analytics and artificial intelligence applications in a user support context. Clearance Required No formal clearance is required at time of start but all applicants must be eligible to obtain a TS/SCI upon employment. #J-18808-Ljbffr Dormont Manufacturing Company