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.

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 5 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 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 Full-BI