Intermediate Helpdesk Specialist

Leidos is seeking an Intermediate Helpdesk Specialist to support a large, high-profile DoD contract. In this onsite role at Fort Belvoir, VA, you will help deliver enterprise-wide IT services for DTRA’s ITD, including service desk support across both classified and unclassified environments in the DTRA Data Center. This position offers $65,650 to $118,675 per year and includes health and wellness programs, income protection, paid leave, and retirement.

What you’ll do

• Provide prompt, high-quality customer service to DTRA personnel by assisting with IT-related issues through phone, online, and deskside support.
• Act as the initial point of contact for IT problems and incidents, performing technical triage, troubleshooting, resolving issues, and escalating when needed.
• Analyze, troubleshoot, and resolve tickets according to the Help Desk allocation process.
• Follow ITSM/ITIL processes to support quality service delivery and timely resolution.
• Maintain assigned tickets within the program’s AQL/SLA commitments.
• Open and close tickets in Remedy and/or Service Now, and ensure documentation for tickets, requests, and work orders is complete and accurate.
• Create or coordinate development of Knowledge Base Articles (KBA) to support repeatable support and faster resolution.
• Troubleshoot complex problems, derive root causes, and apply correct fixes or workarounds.
• Support new employees with setup for ADPE (including monitors, keyboard, mouse, VDI, laptop, phone, printer, and VTC suite), ensuring network connectivity and access needed for websites, applications, or services.
• Support installation, operations, maintenance, troubleshooting, administration, and cybersecurity defense for data and applications hosted in the DTRA Data Center on both classified and unclassified systems.
• Document and communicate customer-impacting service degradation or outage information and assist with resolution.

What you’ll need

• Bachelor’s Degree with 4+ years of relevant experience, or a Master’s Degree with 2+ years of experience.
• Active DoD TS/SCI clearance required at time of hire.
• Current 8140 (formerly 8570) IAT Level II (SEC+ or equivalent) prior to start date, with ability to maintain certification through the duration of the DTRA I3TS contract.
• Experience in IT customer service, including 2 years of IT ticketing system experience and 1 year using remote desk takeover tools.
• Experience meeting service level goals and targets.

Tools and technologies you may use

• Remedy, Service Now, Office 365
• Remote desktop applications, Windows Server
• Cisco networking
• ITIL, ITSM
• Knowledge Base Articles (KBA), ADPE, VDI, VTC suite
• 8140, 8570, IAT Level II, SEC+

Benefits

• Health and Wellness programs
• Income Protection
• Paid Leave
• Retirement

Pay range: $65,650.00 - $118,675.00
Original posting: July 28, 2026

Preferred qualifications

• Experience with Office 365, remote desktop applications, and experience with Windows Server and Cisco networking.
• Certification in a process-based platform including programs equal to ITIL, HDI, CoBIT, Lean Six, Six Sigma, etc.