Information Specialist Tier 2
Share
Job Location:
Indianapolis, IN - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Information Specialists Tier 2 (IN and Remote)
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 experienced and customer-focused Tier 2 Information Specialists to join our team supporting inquiries related to federal government programs and services. As a Tier 2 Information Specialist you will manage escalated and complex inquiries providing accurate and detailed responses to help the public understand government programs and services through telephone email web chat and other communication channels.
What you will do:
- Handle escalated and complex inquiries from Tier 1 Information Specialists and resolve issues that require advanced problem-solving skills and in-depth knowledge.
- Use approved content and resources to deliver comprehensive information and solutions that meet customer needs.
- Document and track all interactions and resolutions in the CRM system ensuring accurate and timely updates.
- Collaborate with subject matter experts supervisors and the training team to ensure continuous improvement in service delivery and customer experience.
- Provide feedback and coaching to Tier 1 Information Specialists to enhance service quality and first-contact resolution rates.
- Stay informed about the latest developments in federal government programs and services to ensure the highest level of customer service.
- Maintain a professional and empathetic approach in all customer interactions.
We are looking for someone with the following qualifications:
- High school diploma or General Educational Development (GED) certificate required.
- Minimum of 2 years of experience in a contact center or customer service environment preferably handling complex and escalated inquiries.
- Strong knowledge of federal government programs and services.
- Proficiency in using CRM systems and other contact center technology.
- Excellent communication skills both written and verbal with proficiency in American English.
- Demonstrated ability to handle high-pressure situations and complex issues with calmness and professionalism.
A highly qualified candidate will have the following:
- Experience in training or coaching other customer service representatives.
- Proficiency in Spanish or other languages is a plus.
- Familiarity with government information systems and customer service best practices.
This position pays $17.83 per hour
If youre looking for comfort keep scrolling. At Leidos we outthink outbuild and outpace the status quo because the mission demands it. Were not hiring followers. Were recruiting the ones who disrupt provoke and refuse to fail. Step 10 is ancient history. Were already at step 30 and moving faster than anyone else dares.
Original Posting:
October 13 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 -The 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:
IC
Key Skills
- Information Management
- HIPAA
- FIPS
- Records Management
- Windows
- System Security
- NIST Standards
- IT Support
- DIACAP
- Medical Records
- FISMA
- RMF
About Company
Leidos is an innovation company rapidly addressing the world's most vexing challenges in national security and health. Our 47,000 employees collaborate to create smarter technology solutions for customers in these critical markets.
