The National Security Sector within Leidos is seeking a Tier 2 Help Desk Specialist supporting the CBP TPVS program in Ashburn, Virginia. This is an exciting opportunity to use your experience helping end users attain their mission. This is a hybrid support role in which telework is partially available and on-site presence is required at regular intervals.
Primary Responsibilities:
You will serve as the initial point of contact for IT-related field problems. In this capacity you will provide phone and online support to users, performing technical triage, troubleshooting, resolving the issues, and following escalation protocols as necessary.
Additional duties will include:
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Provide great and prompt customer service to CBP Officers by assisting them with IT-related issues.
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Document and communicate degradation of services or outage issues information to customers and help with resolution.
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Analyze, troubleshot, and resolve tickets based on the Help Desk allocation process.
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Follow ITSM and ITIL processes to ensure quality of services and prompt resolution.
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Ensure your assigned tickets stay within the program’s SLO commitments.
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Open and close tickets in Service Now.
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Ensure all ServiceNow tickets are properly documented.
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Create or coordinate the development of Knowledge Base Articles (KBA)
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Troubleshoot complex problems and able to derive root causes and apply correct fixes or workarounds.
Basic Qualifications:
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Bachelor’s degree in computer science or related field with 5 years of related experience OR 4+ years of related experience with Masters Degree; 4 years of additional related work experience in lieu of degree
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5 years of experience with End User Support operations (Helpdesk, Service Desk, End User Support).
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Must currently possess an active Top Secret clearance
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ITIL v.4 certification
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Solid experience with ServiceNow
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Proficient with Microsoft Windows 10 and 11 servers
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Knowledge of hardware troubleshooting techniques
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Experience with Remote Desktop Protocol (RDP)
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Solid MS Office Suite skills including Excel, Word, and PowerPoint
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Excellent written and verbal communication skills
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Solid troubleshooting techniques to find root causes and apply workarounds
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Organization skills and attention to detail
Preferred Qualifications:
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Experience with ITSM environments.
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AWS Cloud certification
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DoD Top Secret or DHS Full-BI
Original Posting Date:2024-11-14
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 $72,150.00 - $130,425.00
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.
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We Are Leidos
For 50 years we have been tackling some of the biggest problems that face our nation and our world.
OUR MISSION
Through our culture of innovation and history of performance, we develop deep customer trust built on integrity and create enduring solutions that improve our world. Leidos is a science and technology solutions leader working to address some of the world’s toughest challenges in the defense, intelligence, homeland security, civil, and healthcare markets. The company’s 43,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Va., Leidos reported annual revenues of approximately $11.09 billion for the fiscal year ended January 3, 2020.
Leidos was cited for the meaningful work employees perform that is challenging, impactful, and aligned with our customers’ missions as reasons professionals want to work and stay at our company. Leidos has also been named to lists including Forbes’ Best Employers for Diversity, Forbes’ America’s Best Employers for Women, Military Times Best for Vets Employers, and Ethisphere Institute’s World's Most Ethical Companies®.
Employees enjoy career enrichment opportunities available through mobility and development and experience rewarding relationships with supportive supervisors and talented colleagues and customers. Employees appreciate our flexible work environment, allowing for and encouraging a true work-life balance. Our professionals are also excited about our Employee Resource Groups, like the newly launched Collaborative Outreach with Remote and Embedded Employees (CORE), which strives to create an environment where every employee, regardless of location, feels fully engaged as a valued employee of Leidos.
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