Support Technician

Leidos is seeking a **Support Technician** to provide Level 1 customer support for the CDC Division of HIV Prevention (DHP) data management and analytics environment. This role supports the DHP Help Desk by receiving, triaging, documenting, resolving, and escalating user requests related to data management systems, analytics platforms, and associated applications. Working closely with the Support Coordinator, Operations Lead, and technical teams, the Support Technician helps ensure timely response to customer requests while maintaining high levels of customer service and operational continuity. **Primary Responsibilities:** - Receive, log, categorize, prioritize, and track customer support requests using approved ticket management systems. - Resolve Level 1 user issues and service requests in accordance with established procedures and service level expectations. - Escalate complex technical issues to appropriate technical teams and monitor progress through resolution. - Support user account administration activities, including onboarding, offboarding, password resets, and access requests in accordance with approved procedures. - Maintain accurate ticket documentation, knowledge articles, support logs, and operational records. - Assist with preparation of operational reports, ticket metrics, dashboards, and service level reporting. - Support user communications regarding ticket status, scheduled maintenance, outages, and service updates. - Participate in testing, rollout, and user support activities for new or enhanced applications, including 1CDP and other DHP systems. - Contribute to continuous improvement of help desk processes, knowledge management, and customer support procedures. - **Basic Qualifications:** - Associate's degree or Bachelor's degree in Information Systems, Computer Science, Information Technology, Public Health, Business, or related discipline. - 1–3 years of experience supporting public health, scientific analysis, data management, help desk, customer support, IT operations, or application support activities. - Experience using ticket management or service management systems. - Experience supporting Microsoft Windows, Microsoft 365, Teams, SharePoint, and common desktop productivity applications. - Strong customer service, communication, documentation, and organizational skills. - Ability to troubleshoot common application and user issues and escalate complex problems appropriately. - Ability to manage multiple requests in a fast-paced operational environment. - Ability to obtain/maintain a Public Trust Security Clearance. **Preferred Qualifications:** - Experience supporting CDC, HHS, or other federal agencies. - Experience supporting enterprise analytics or data management platforms such as 1CDP, EDAV, SharePoint, Power BI, or similar environments. - Experience supporting help desk operations, ticket triage, incident management, or customer support centers. - Familiarity with ServiceNow, Jira Service Management, Azure DevOps, or similar ticket management platforms. - Experience supporting user onboarding, access management, account provisioning, and operational support activities. - Experience supporting public health, healthcare, surveillance, or research environments. - Familiarity with Agile service delivery and IT service management practices. **Preferred Certifications:** ITIL Foundation; Azure Fundamentals (AZ-900); Scrum Master; or equivalent certifications. **Work Location and Travel:** This position is primarily remote and open to candidates nationwide. Atlanta-area candidates are preferred to attend occasional in-person meetings or collaboration activities at CDC facilities. 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…