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 Technical Support Specialist II. This position will be a part of our team supporting USAF Defensive Cyber Systems Program Management Office at Joint Base San Antonio. This position will support both internal and customer-facing projects. The Technical Support Specialist independently manages their case backlog by assessing, analyzing, and providing technical expertise towards resolution while delivering high customer satisfaction. Candidate must be local to the San Antonio area and able to report on-site.
Primary Tasks:
- Serve as the first point of contact for all technical issues, providing support via phone, email, remote tooling (Teams), and in-person interactions
- Provide exceptional customer technical support to achieve key performance goals, ensuring customer interactions are addressed in a timely and accurate manner and meeting or exceeding service levels.
- Utilize service management system (ServiceNow) for case management by providing adequate log notes, timely case updates, and work towards First Contact Resolution (FCR) for incoming inquiries to Support.
- Independently assess and prioritize incoming cases, applying technical judgment to determine appropriate resolutions or escalations.
- Triage customer reported incidents for severity, urgency and content to ensure consistency and quality.
- Perform research across various tools to determine if the incident is a known issue or defect.
- Troubleshoot a wide range of technologies and replicate incidents versus the expected results and document steps to reproduce.
- Provide technical guidance to customers and internal teams, influencing best practices and support strategies.
- Contribute to the existing knowledge base to support customer self-service and training.
- Participate in scheduled training sessions to learn internal and proprietary technologies.
- Utilizing AI tools to service more customers faster with higher quality.
Basic Qualifications
- 3+ years of experience in IT support, helpdesk, or end-user desktop support
- Strong knowledge of computer systems, networks, and hardware
- Demonstrated proficiency with Windows, macOS, or ChromeOS
- Demonstrated proficiency with MDM tools (Intune, JAMF, BigFix)
- Experience with remote support tools and technologies
- Experience with cloud-based technologies and services (e.g., Azure)
- Experience with Cisco networking equipment
- Excellent troubleshooting and problem-solving skills
- Ability to establish priorities, work independently, and successfully manage multiple projects
- Strong communication skills with all types of people and personalities
- A self-starter with attention to detail and follow-through
- Passion for technology and delivering great customer service
- Knowledge and experience supporting DoD customers, specifically with commonly used DoD IT concepts, practices, and procedures.
- ServiceNow, ITIL v4, Agile or Jira Service Management certifications.
- Experience supporting the establishment of new operations and/or adoption of new capabilities.
- COMPTIA Security+ certification.
Clearance Required:
- Current active Secret clearance with the ability to obtain and maintain a TS/SCI clearance.
- Must be a U.S. Citizen.
Required Experience, Skills, and Education:
- Requires high school diploma or equivalent and 5+ years of prior relevant experience. Additional years of experience and/or relevant certifications will be considered in lieu of degree
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:February 10, 2026For 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.
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.
Top Skills
What We Do
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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