Overview
On Site
USD 72,150.00 - 130,425.00 per year
Full Time
Skills
Customer Service
Knowledge Base
Computer Science
Help Desk
Service Desk
Technical Support
ITIL
ServiceNow
Microsoft Windows
Servers
Hardware Troubleshooting
Remote Desktop
RDP
Microsoft Office
Microsoft Excel
Microsoft PowerPoint
Communication
ROOT
Attention To Detail
IT Service Management
Amazon Web Services
Cloud Computing
DoD
Business Intelligence
Market Analysis
Law
Job Details
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 on-site presence is required at regular intervals.
**This position REQUIRES the candidate to be in Ashburn, VA, twice a week**
Primary Responsibilities:
You will serve as the initial point of contact for IT-related 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.
Additional duties will include:
Basic Qualifications:
Preferred Qualifications:
Original Posting:
April 23, 2025
For 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 $72,150.00 - $130,425.00
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.
**This position REQUIRES the candidate to be in Ashburn, VA, twice a week**
Primary Responsibilities:
You will serve as the initial point of contact for IT-related 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.
Additional duties will include:
- Provide great and prompt customer service to CBP Officers by assisting them with IT-related 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 program's 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:
- Bachelor's degree in computer science or related field with 6 years of related experience OR 4+ 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 be able to maintain and obtain a CBP Background Investigation prior to start
- 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 Full-BI
Original Posting:
April 23, 2025
For 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 $72,150.00 - $130,425.00
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.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.