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Job #: R-00007039
Location: Springfield, VA
Category: Customer Support
Schedule (FT/PT): Full time
Travel Required: No
Shift: Day
Potential for Telework: No
Clearance Required: Top Secret/SCI with Polygraph
Referral Eligibility: Eligible
Group: Intelligence

Job Description:

Leidos has a current requirement for a Help Desk/Customer Service Support Analyst to provide help desk, end user support, and software design activities in support of the customer's web-based geospatial application at our Customer site in Springfield, VA. An active TS/SCI level security clearance is required to be considered.

  • Track user feedback on the customer's web-based geospatial application. Maintain a database of trouble tickets and provide regular data analysis and reporting on open tickets, Defect Reports (DRs), and enhancements
  • Analyze user feedback to determine if a DR or enhancement is required. DRs will be routed to the development team and tracked using the customer's DR tool. Enhancements will be designed by the analyst through the development of a software workflow based on user input. Workflows will contain a written use case as well as storyboards outlining the specific functionality of the enhancement. The analyst will be responsible for each enhancement from conception through design and development
  • Enter user feedback into JIRA/REMEDY as needed for all DRs and Enhancements. The Analyst will also be responsible for ensuring timely resolution of all DRs and Enhancements. In addition, the Analyst will be responsible for developing analytical reports on DRs and Enhancements, as well as developing and delivering briefings and presentations on DR and Enhancement status
  • Monitor progress of software enhancements as they move through the AGILE process. Ensure that all DRs are addressed in a timely manner and feedback is provided to the customer. Ensure that all enhancement designs, documentation, and storyboards are created in a timely manner and delivered to the development team
  • Attend daily/weekly status, feedback, and scrum meetings as required
  • Perform helpdesk duties to include email response an disposition of DRs and enhancements as appropriate
  • Develop user stories/features based on customer feedback inputs
  • Field telephone requests, answer questions, and report on disposition of fixes and enhancements
  • Provide liaison to the Operations Center and Enterprise Service Center
    Create and maintain metrics on feedback status. This activity will involve the design and maintenance of a metrics database for use in providing feedback to customers as well as deriving metrics for use in the Office Weekly Activity Report (WAR) as well as other technical reports and briefings

  • 7-10 years of experience
  • Knowledge of the IC and IC work experience
  • Demonstrated knowledge of the Agile software engineering process
  • Demonstrated ability to perform database entry activities
  • Demonstrated experience with workflow development and execution

  • Bachelor's Degree or equivalent in Business, Political Science, Systems Engineering, or Program Management
  • Knowledge and experience with JIRA
  • Previous Help Desk experience
  • Knowledge of the IC customer base to include Combatant Commands, Services, and Allied customers

"External Referral Eligible"


Leidos is a Fortune 500® information technology, engineering, and science solutions and services leader working to solve the world’s toughest challenges in the defense, intelligence, homeland security, civil, and health markets. The company’s 31,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $10.17 billion for the fiscal year ended December 29, 2017. (NYSE: LDOS) All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

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