To our valued Leidos candidates:

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Job #: R-00095543
Location: Gaithersburg, MD
Category: Systems Administration
Schedule (FT/PT): Full Time
Travel Required: No
Shift: Day
Potential for Telework: Yes, 75%
Clearance: Public Trust
Referral Eligibility: Ineligible
Group: Civil

This job posting is no longer active.

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Job Description:

Leidos is seeking ESD Tier 2 Technicians to support the Federal Trade Commission (FTC) contact. Tier 2 technicians will provide on-site and remote support for federal employees and contractors with their IT related issues. The support will consist of in-depth technical troubleshooting and/or replacing assets, peripherals, computer workstations, printers, and teleconferencing equipment while providing the highest level of customer satisfaction. In this position you are expected to have exceptional communication, technical, and analytical skills. Troubleshooting will be conducted in various methods which include phone calls, emails, chats, and self-service web submissions.

You will work in a fast-paced and diverse environment and will have a management team that encourages your career development and growth.  In this role, you will gain many intangible skills, such as time and task management, critical thinking and problem solving, the ability to communicate complicated problems in a concise manner, as well as solve complex problems using available tools. 

This position requires shift flexibility to support a 24x7 operation 365 days a year. Must be available to work nights, holidays, and weekends when necessary.

Primary Responsibilities

  • Provide Service Desk support to end users on various technical issues to include, but are not limited to:

    • Install, configure, troubleshoot, repair, and test a variety of technology equipment in a multi-vendor environment to include but not limited to assets, peripherals, computer workstations, printers, peripherals, and teleconferencing equipment in accordance with the program policies, procedures, and Knowledge Base Articles (KBAs).

  • Identify, investigate, and resolve technical issues while thoroughly and efficiently creating, documenting, and closing of ServiceNow tickets.

  • Respond to inbound and outbound phone calls, email, chat, and self-service technical issues while providing the highest level of customer satisfaction.

  • Has deep knowledge of commonly used IT concepts, practices, and procedures within a particular field.

  • Able to coordinate across various tiers and groups to ensure accuracy, consistency, and timely resolution of tickets and/or various system issues.

  • Perform under pre-established processes and guidelines while working autonomously and must maintain positive productivity levels.

  • Maintain a positive relationship with fellow peers, cross functional teams & leadership.

  • Accurately document all required information into the ticketing system to include customers information, user’s issues, troubleshooting steps taken, next steps, Knowledge Base Articles (KBAs) utilized, and any additional information needed for resolution.

  • Resolve issues on the first point of contact to achieve first call resolution, or within the appropriate timeline to meet internal and external metrics.

  • Utilize, contribute to, and flag necessary KBA updates to the knowledgebase database to keep the knowledgebase articles up to date.

  • Assist in other duties assigned by operations management as necessary.

Basic Qualifications

  • Proficient in working with and troubleshooting Windows, Mac, iOS, and Linux Operating Systems.

  • Minimum 4 years of experience working with PC Hardware and Software

  • Must be available to work non-standard hours during peak times.

  • Must be customer oriented. Solving customer problems in a timely manner and informing the customer of problem resolution in a clear manner.

  • Ability to establish and maintain productive working relationships with all levels of staff and the customer.

  • Proficient in current Microsoft technologies including software, operating systems, group policy, etc.

  • Hands-on experience in troubleshooting Microsoft Office Suite and Microsoft Windows with the end users.

  • Demonstrated ability to work independently to perform responsibilities effectively and efficiently.

  • Demonstrate strong analytical and problem-solving skills.

  • Ability to communicate technical concepts to technical and non-technical audiences.

  • Aptitude and enthusiasm for learning and teaching new technologies.

  • Ability to establish and maintain productive working relationships with all levels of staff and the customer.

  • Works as part of a team to successfully achieve common goals

  • Empathetic to the customer and what they are feeling while being passionate about helping others

  • Conscientious, organized, and dependable; always meets deadlines and commitments

  • Experience installing, configuring, and troubleshooting hardware, software, and peripherals.

  • A passion for quality and excellence.

  • Demonstrated commitment to continuous professional growth.

  • Competency in ServiceNow ITSM tool

  • Obtain & maintain a Public Trust Clearance.

  • Must be a US Citizen.

  • Typically requires BS Degree and 4-8 years of prior relevant experience or master’s degree with 2-6 years of prior relevant experience.

Pay Range:

Pay Range $65,000.00 - $100,000.00 - $135,000.00

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.


About Leidos

Leidos is a Fortune 500® technology, engineering, and science solutions and services leader working to solve the world’s toughest challenges in the defense, intelligence, civil, and health markets. The company’s 44,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $13.7 billion for the fiscal year ended December 31, 2021. For more information, visit

Pay and Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here.

Securing Your Data

Beware of fake employment opportunities using Leidos’ name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the automated system – never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at [email protected].

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.

Commitment to Diversity

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.

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