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About the Team
You’ll join a team where people work with integrity, inclusion, innovation, agility, collaboration and commitment. In practice, that means sharing ownership, solving complex problems together and staying connected to the customer context, the purpose behind the work and how each role contributes to meaningful outcomes.
The Mission Software Solutions business delivers customized and off-the-shelf software solutions to Defence, Intelligence and other Government sectors. The business also builds capabilities that can be used for a wide range of applications in both traditional and non-traditional environments; providing leadership in the advancement of technological modernisation of complex enterprises within Government.
The Opportunity
This is an opportunity for a Senior System Support Analyst to join a high-profile ASD program, providing frontline IT support services across a secure and dynamic operational environment. This role is focused primarily on Service Desk and End User Computing (EUC) support, ensuring users have access to the tools, systems and services they need to perform their roles effectively.
Act as a key point of contact for end users, providing first and second-level support across Windows 10/11, Microsoft 365, email, remote access, desktop hardware, telephony, peripherals and enterprise applications.
Deliver a high-quality support experience by managing incidents and service requests, resolving technical issues, coordinating escalations, and ensuring timely outcomes for customers.
Support end-user technology across multiple sites through workstation setup, new starter onboarding, hardware deployments, account administration, software installation, equipment maintenance and lifecycle management activities.
Contribute to the ongoing success of a critical ASD capability by maintaining accurate asset records, developing knowledge base articles, supporting vendor and RMA processes, and helping drive continuous improvement across support services.
About You
To succeed in this role, you will bring a customer-focused approach, a passion for technology, and experience supporting users in a fast-paced IT environment. You enjoy troubleshooting technical issues, providing practical solutions and ensuring customers receive a positive support experience.
Essential
Experience in a Service Desk, Desktop Support, EUC Support, ICT Support or similar IT support role.
Experience troubleshooting Windows 10/11 operating systems and Microsoft 365 applications, including Outlook, Teams and related services.
Experience providing user account administration, including password resets, account unlocks, group membership changes and access management.
Ability to diagnose and resolve hardware, software, printer, peripheral, remote access and connectivity issues.
Experience managing incidents and service requests through ServiceNow or a similar IT Service Management (ITSM) platform.
Experience deploying, configuring and supporting laptops, desktops, monitors and end-user devices.
Ability to maintain accurate technical documentation, knowledge articles and support records.
Effective communication skills with the ability to explain technical concepts to a broad range of users.
Ability to manage competing priorities while maintaining a high level of customer service.
Advantageous
Qualifications or certifications in Information Technology or a related discipline.
Experience supporting government, defence or other highly secure environments.
Knowledge of ITIL principles and service management practices.
Experience with desktop imaging, device provisioning and technical onboarding activities.
Exposure to enterprise technologies such as Microsoft 365, VMware, Windows Server, AWS or networking environments.
Experience maintaining IT asset registers, software licensing records and hardware inventories.
Experience coordinating equipment repairs, warranty claims, vendor engagement and RMA activities.
Experience developing user guides, technical documentation and knowledge base content.
Experience providing onsite support and working directly with customers to achieve timely resolution of technical issues.
Applicants must be eligible to obtain and maintain an NV2 Security Clearance (PV preferred) and successfully complete an Organisational Suitability Assessment (OSA).
What to Expect When You Apply
Our hiring process is designed to be straightforward, respectful and easy to navigate. If your skills, experience and qualifications look aligned with the role, our Talent Acquisition team will contact you to discuss the next stage. You can expect:
An initial conversation with our Talent Acquisition team
An interview with the hiring manager or interview panel
Any role-specific assessment, technical discussion or customer step required for the position
We’ll let you know what to expect before each stage, including who you’ll meet and how to prepare. If you need any adjustments or support during the process, please let us know.
Ready to explore what’s possible?
If this sounds like a role where you can make an impact and continue to grow, we’d like to hear from you. Please apply via the “Apply Now” button with your resume. If you have any questions about the role or recruitment process, please contact Ben George, Talent Acquisition.
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
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
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.
