13,536 Help Desk Agent jobs in the United States

Responsible for supporting the program/project/client to deliver Technology Infrastructure Services to meet customer business needs and expectations. Receives and responds to customer problems, issues, requests. As the entry point for customer, documents, notifies proper department/desk, escalates as necessary, and tracks and follows up on all incidents. Combines acquired and demonstrated technical qualities with exceptional customer service in daily responsibilities.
**Responsibilities**
+ Update Help Desk Standard Operations Procedures (SOPs); Tactics, Techniques, and Procedures (TTPs); and user Frequently Asked Questions (FAQs)
+ Provide customer onboarding and offboarding.
+ Provide account management support.
+ Process all IT SM tickets to completion.
+ Provide 24/7 Tier 1 support for all environments and networks supporting end users.
+ Route tickets to the appropriate sustainment teams for Tier 2 / 3 support
+ Perform data-driven analysis of IT SM tickets (e.g. mean time to resolution)
+ Assist Cyber Operations with continuous monitoring activities.
+ Participate in training, testing, and exercises related to incident response and contingency planning.
**Required Qualifications**
+ Active TS security clearance and eligible for SCI and NATO read-on prior to starting work.
+ Meet the DoD requirements for a privileged user on a TS/SCI information system prior to starting work - DoD 8140 / -m requirements.
+ Bachelor's degree in an area related to the labor category with at least 5 years' experience providing Tier 1 support for a TS/SCI system. Experience may be substituted for a degree upon approval.
**Other Job Specific Skills**
+ Excellent customer service skills
+ Excellent communication and interpersonal skills
+ Using a knowledge document, works independently with general supervision and maintains a high-degree of professional conduct at all times
+ Strong problem solving and analytical skills
+ Technical expertise in:
+ - Microsoft Windows Operating Systems
+ - Microsoft Office
+ - Network Connectivity
+ - Print Services
+ - E-Mail and Internet mail
+ Strong understanding of how PC work and related troubleshooting
+ Ability and desire to build additional technical skills
+ Ability to interact effectively with others
+ Ability to follow instructions to produce desired results
+ Aptitude to multi-task workloads
+ Ability to remain calm and courteous in periods of stress
+ Ability to work with broad range of experience levels
+ Strong administrative and organizational skills
+ Willingness to work overtime and varying hours as required
+ The program has a requirement to provide 24/7 coverage during inclement weather/snow events. The program offers per diem and comped nearby hotel stay to ensure coverage
+ Some weekend shift work will be required
**Compensation Ranges**
Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.
**EEO Requirements**
It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.
All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.
Physical Requirements
The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.
**Disclaimer**
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
$23.89 - $56.00/hr
EEO Requirements
It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.
All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.

**Description**
At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers' success. We empower our teams, contribute to our communities, and operate sustainably. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.
Leidos is seeking an experienced Enterprise Help Desk (EHD) Agent, Tier 1, to join the Mission Support Services (MSS) team. MSS is a shared services, internal service center group under the Digital Modernization Sector and the Repeatable Offerings organization, supporting multiple Service Desks and ServiceNow implementations for both Leidos and Federal Government customers. This is a new EHD, in support of a fast-paced DoD program. This position includes providing Tier 1 support for end users utilizing a comprehensive, IT enterprise solution across multiple classification levels.
**Primary Responsibilities:**
+ This position is a "hands-on" position working as part of a team at a facility in Lorton, VA.
+ In-depth knowledge of commonly-used IT concepts, practices, and procedures within a Help Desk environment.
+ Ability to effectively support customers, including, but not limited to account management support.
+ Enter EHD tickets accurately and grammatically correct in the EHD tools.
+ Identifies, researches, and resolves technical problems for end users.
+ Addresses customer escalations and works closely with Tier II, Tier III, application owners and others for quick customer resolution.
+ Understands EHD Service Level Agreements/Service Level Objectives (SLAs/SLOs) and the Tier 1 role in support of meeting SLOs.
+ Performs day-to-day EHD operations, ensuring efficiency and adherence to best practices and program procedures.
+ Works to achieve day-to-day objectives consisting of typically routine tasks with minimal direction/supervision as well as implementation of new processes and support.
+ Resolves routine problems and issues, with clearly prescribed solutions.
+ Provides input and assists in editing work documents (e.g. SOPs, IOPs, KBAs, training materials, etc.,) when needed for the EHD Tier 1 team and Program end users related to the ticketing system.
+ Supports cross-tierintegration to ensure consistent and repeatable processes.
+ Works in a matrix and non-matrix reporting structure including receiving programmatic direction from various Leadership entities.
+ Must be able to pay close attention to details.
+ Must have the ability to adapt to changing work requirements, multiple tasks and priorities, and be able to exercise discretion.
+ Ability to work in office 100% unless otherwise noted by Leadership.
+ Must be able to work Monday - Friday, 8 hours per day. Additionally, longer shifts or change to shift may be required to support business needs when EHD operations moves to 24x7x365 support.
**Clearance Required:**
+ Active Top Secret/SCI (TS/SCI) clearance or ability to obtain a SCI prior to your start date.
+ Ability to complete an investigation for eligibility after your start date.
**Required Experience, Skills, and Education:**
+ Bachelor's degree with a minimum of 1 year of prior relevant experience. High school diploma with additional experience may be considered in lieu of degree.
+ U.S. Citizen.
+ Active CompTIA Security+ certification or ability to obtain prior to your start date.
+ Proven experience in Service Desk/Help Desk environments.
+ Proven experience working in ticketing systems and ability to analyze and improve SD/HD workflows, ticketing systems, and resolution processes.
+ Ability to work independently and as part of a team.
+ Excellent customer service, communication, organizational and technical skills.
+ Strong formal Human Centered Design and User Experience (HCD/UX) skills to optimize service delivery and customer interactions.
+ Experience ensuring compliance with IT security policies, procedures, and classified environment protocols.
**Preferred Experience, Skills, and Education:**
+ Experience working in or with a Network Operations Center or Security Operations Center.
+ Experience with Air Force Life Cycle Management Center programs.
+ Relevant certifications (e.g., PMP, ITIL, HDI, ServiceNow, JIRA, CompTIA, Microsoft Azure, etc.,)
+ Expert user in ServiceNow ITSM and JIRA Service Management.
+ Knowledge management and/or knowledge base articles experience and relevant certifications.
+ Demonstrated ability to improve customer experience and/or operational performance through standardization or innovation.
+ Demonstrated ability to solve problems or deliver solutions in creative, forward-thinking manner, emphasis on HCD/UX.
Come break things (in a good way). Then build them smarter.
We're the tech company everyone calls when things get weird. We don't wear capes (they're a safety hazard), but we do solve high-stakes problems with code, caffeine, and a healthy disregard for "how it's always been done."
**Original Posting:**
October 2, 2025
For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.
**Pay Range:**
Pay Range $44,200.00 - $79,900.00
The Leidos pay range for this job level is a general guideline onlyand 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.
REQNUMBER: R-
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. Leidos will consider qualified applicants with criminal histories for employment in accordance with relevant Laws. Leidos is an equal opportunity employer/disability/vet.

TEKsystems is looking for a Service Desk that will be 100% onsite for one of our great clients here in the Asheville, NC area. They offer great training, stability, growth and more. See the top skills below.
+ 1-3 years of Service Desk Support
+ Experience with ServiceNow
+ 1-3 years Active Directory, Office 365 and Windows 10/11
Description:
Our client is looking for a Service Desk that will provide primarily phone support. This includes but is not limited to handling fixes over the phone, remote into machines, password resets and more. They will be taking about 30-35 calls daily to troubleshoot issues for end users.
Pay and Benefits
The pay range for this position is $18.00 - $20.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
- Medical, dental & vision - Critical Illness, Accident, and Hospital - 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available - Life Insurance (Voluntary Life & AD&D for the employee and dependents) - Short and long-term disability - Health Spending Account (HSA) - Transportation benefits - Employee Assistance Program - Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a fully onsite position in Asheville,NC.
Application Deadline
This position is anticipated to close on Oct 17, 2025.
h4>About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
About TEKsystems and TEKsystems Global Services
We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.