Description
Are you interested in being part of supporting the world's most advanced and secure IT mission' Any interest in a position where your performance will lead to future career growth opportunities' If so, the CBP TPVS program is the one you have been waiting for. The TPVS program has an opening for 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 4 years of related experience OR 2+ years of related experience with Masters Degree; 4 years of additional related work experience in lieu of degree
• 2 to 6 years of experience with End User Support operations (Helpdesk, Service Desk, End User Support).
• U.S. Citizen
• Must be able to 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 Date: 2024-03-14While 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 $61,750.00 - $111,625.00
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® innovation company rapidly addressing the world's most vexing challenges in national security and health. The company's global workforce of 47,000 collaborates to create smarter technology solutions for customers in heavily regulated industries. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $15.4 billion for the fiscal year ended December 29, 2023. 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 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 Leidos.com 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 person a l 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.