More About the Role:
The Homeland Security Solutions Operation within Leidos is looking for a Tier II Help Desk Technician to support a mission-critical program supporting the Passenger Systems Program Directorate (PSPD) within Customs and Border Protection (CBP). PSPD supports the Department of Homeland Security (DHS) and CBP critical missions, specifically screening and processing travelers at the ports of entry (POEs) into the United States.
What You'll Get to Do:
The successful Tier II Help Desk Technician will field user communication, create and document tickets, troubleshoot, and escalate incidents to include the following:
•Initial Support and Analysis for problem identification.
•Analysis and assignment of trouble tickets.
•Monitoring, tracking, and communicating resolution and recovery of incidents.
•Providing status updates and progress towards resolution of assigned incidents and communicating with relevant parties on incident progress.
You'll Bring These Qualifications:
-Requires High School diploma or equivalent and 5+ years of prior relevant experience.
•4 + years’ experience providing Call Center and Tier support at a Service Desk to technical and non-technical customers.
•Experience performing in a operation center environment using collaboration and ITSM tools such as BMC Remedy, ServiceNow, known error databases, and knowledgebase.
•Ability to obtain a CBP BI.
These Qualifications Would be Nice to Have:
-HDI Help Desk Manager Cert.
External Referral Bonus:Eligible
Potential for Telework:No
Clearance Level Required:Public Trust
Travel:Yes, 10% of the time
Scheduled Weekly Hours:40
Job Family:Customer Support
Leidos is a Fortune 500® information technology, engineering, and science solutions and services leader working to solve the world's toughest challenges in the defense, intelligence, homeland security, civil, and health markets. The company's 33,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $10.19 billion for the fiscal year ended December 28, 2018. For more information, visit www.Leidos.com.
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
Leidos will never ask you to provide payment-related information at any part of the employment application process. And Leidos will communicate with you only through emails that are sent from a Leidos.com email address. If you receive an email purporting to be from Leidos that asks for payment-related information or any other personal information, please report the email to [email protected].
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.