Tier 2 Helpdesk Specialist
Tier 2 Helpdesk Specialist
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$ 57850 - 104575
1 Vacancy
Job Description
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 onsite presence is required at regular intervals. The qualified candidate will serve as the initial point of contact for ITrelated field problems. In this role he/she will provide phone and online support to users performing technical triage troubleshooting resolving the issues and following escalation protocols as necessary.
**This position REQUIRES onsite support in Ashburn VA 2 times a week**
Primary Responsibilities:
The qualified candidate will serve as the initial point of contact for ITrelated 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.
Provide great and prompt customer service to CBP Officers by assisting them with ITrelated issues.
Document and communicate degradation of services or outage issues information to customers and help with resolution.
Analyze troubleshot and resolve tickets based on the Help Desk allocation process.
Follow ITSM and ITIL processes to ensure quality of services and prompt resolution.
Ensure your assigned tickets stay within the programs SLO commitments.
Open and close tickets in Service Now.
Ensure all ServiceNow tickets are properly documented.
Create or coordinate the development of Knowledge Base Articles (KBA)
Troubleshoot complex problems and able to derive root causes and apply correct fixes or workarounds.
Basic Qualifications:
Bachelors degree in computer science or related field with 4 years of related experience OR 2 years of related experience with Masters Degree; 4 years of additional related work experience in lieu of degree
5 years of experience with End User Support operations (Helpdesk Service Desk End User Support).
Must currently possess an active Top Secret clearance
ITIL v.4 certification
Solid experience with ServiceNow
Proficient with Microsoft Windows 10 and 11 servers
Knowledge of hardware troubleshooting techniques
Experience with Remote Desktop Protocol (RDP)
Solid MS Office Suite skills including Excel Word and PowerPoint
Excellent written and verbal communication skills
Solid troubleshooting techniques to find root causes and apply workarounds
Organization skills and attention to detail
Preferred Qualifications:
Experience with ITSM environments.
AWS Cloud certification
DoD Top Secret or DHS FullBI
Original Posting:
March 26 2025For 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 $57850.00 $104575.00The 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.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
