Leidos is seeking highly qualified professionals to support the TSA FOCUS Program. We are especially interested in connecting with current incumbent personnel supporting this mission who are interested in continuing their work and bringing their valuable mission knowledge and experience to Leidos.

Position Summary

The Service Desk Support role provides first-line technical and customer support through the FOCUS Single Point of Contact (SPOC) capability. The position receives incidents and service requests through telephone, email, chat, and other approved channels; performs initial troubleshooting and resolution; accurately documents activities; and escalates issues requiring additional technical support.

The position is responsible for providing responsive, professional, customer-focused support while maintaining accurate ticket records and supporting SLA and service-quality objectives.

Essential Duties

• Receive, document, categorize, prioritize, and triage incidents and service requests.

• Provide first-line technical support using approved procedures, knowledge articles, and troubleshooting practices.

• Resolve incidents and requests within the scope of Tier 1 responsibilities.

• Route and escalate unresolved incidents to appropriate Tier 2, field, engineering, or partner support teams.

• Maintain ownership and communication of escalated tickets through resolution.

• Maintain accurate ticket status, work notes, categorization, prioritization, and resolution information.

• Monitor assigned queues and tickets to ensure response and resolution objectives are maintained.

• Apply established escalation procedures and SLA requirements.

• Use approved knowledge articles, SOPs, runbooks, and service documentation to support consistent resolution.

• Identify recurring issues and knowledge gaps and provide feedback to service management and knowledge-management teams.

• Support customer communications and status updates throughout the incident lifecycle.

• Maintain professional and customer-focused interactions with TSA users and stakeholders.

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Minimum Qualifications

• Requires high school diploma or equivalent and 1 – 3 years of prior relevant experience. In lieu of degree, additional experience may be required.

• Ability to obtain and maintain TSA Suitability

• Ability to obtain and maintain Public Trust security clearance

• Relevant experience supporting Service Desk, Help Desk, SPOC, or Tier 1 technical support functions in an enterprise or federal IT environment.

• Strong customer service, communication, documentation, organization, and problem-solving skills.

• Ability to follow established technical procedures and service management processes.

• Ability to work effectively in a mission-focused, customer-facing environment.

Preferred Qualifications

• TSA, DHS, or other federal IT experience.

• Experience working in a ServiceNow-based service desk environment.

• ITIL Foundation or comparable service management training.

• Experience supporting government users or geographically distributed organizations.

Please disregard the salary range displayed on this evergreen posting as representative of all TSA FOCUS opportunities. This posting is intended to identify candidates across multiple functional areas and experience levels and, therefore, the displayed range may not reflect the compensation associated with an individual position.

Compensation for specific opportunities will be determined based on the position for which an individual is considered or hired and may vary based on factors including experience level, skills, certifications, education, security clearance requirements, work location, and other position-specific considerations.

If you are currently supporting this mission and are interested in learning more about opportunities with Leidos, we encourage you to apply even if you do not see your exact position listed above.

Join Leidos and help continue delivering the technology, expertise, and mission support that enable TSA FOCUS operations.

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.

Original Posting:

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.