Technical Support Specialist II

Leidos • San Antonio, TX

6d • $52,000 - $94,000 • Onsite

About The Position

At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers’ success. We empower our teams, contribute to our communities, and operate sustainably. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business. Leidos is seeking an experienced Technical Support Specialist II. This position will be a part of our team supporting USAF Defensive Cyber Systems Program Management Office at Joint Base San Antonio. This position will support both internal and customer-facing projects. The Technical Support Specialist independently manages their case backlog by assessing, analyzing, and providing technical expertise towards resolution while delivering high customer satisfaction. Candidate must be local to the San Antonio area and able to report on-site. Primary Tasks: Serve as the first point of contact for all technical issues, providing support via phone, email, remote tooling (Teams), and in-person interactions Provide exceptional customer technical support to achieve key performance goals, ensuring customer interactions are addressed in a timely and accurate manner and meeting or exceeding service levels. Utilize service management system (ServiceNow) for case management by providing adequate log notes, timely case updates, and work towards First Contact Resolution (FCR) for incoming inquiries to Support. Independently assess and prioritize incoming cases, applying technical judgment to determine appropriate resolutions or escalations. Triage customer reported incidents for severity, urgency and content to ensure consistency and quality. Perform research across various tools to determine if the incident is a known issue or defect. Troubleshoot a wide range of technologies and replicate incidents versus the expected results and document steps to reproduce. Provide technical guidance to customers and internal teams, influencing best practices and support strategies. Contribute to the existing knowledge base to support customer self-service and training. Participate in scheduled training sessions to learn internal and proprietary technologies. Utilizing AI tools to service more customers faster with higher quality.

Requirements

• 3+ years of experience in IT support, helpdesk, or end-user desktop support
• Strong knowledge of computer systems, networks, and hardware
• Demonstrated proficiency with Windows, macOS, or ChromeOS
• Demonstrated proficiency with MDM tools (Intune, JAMF, BigFix)
• Experience with remote support tools and technologies
• Experience with cloud-based technologies and services (e.g., Azure)
• Experience with Cisco networking equipment
• Excellent troubleshooting and problem-solving skills
• Ability to establish priorities, work independently, and successfully manage multiple projects
• Strong communication skills with all types of people and personalities
• A self-starter with attention to detail and follow-through
• Passion for technology and delivering great customer service
• Knowledge and experience supporting DoD customers, specifically with commonly used DoD IT concepts, practices, and procedures.
• COMPTIA Security+ certification.
• Clearance Required: Current active Secret clearance with the ability to obtain and maintain a TS/SCI clearance.
• Must be a U.S. Citizen.
• Requires high school diploma or equivalent and 5+ years of prior relevant experience.
• Additional years of experience and/or relevant certifications will be considered in lieu of degree

Nice To Haves

• ServiceNow, ITIL v4, Agile or Jira Service Management certifications.
• Experience supporting the establishment of new operations and/or adoption of new capabilities.

Responsibilities

• Serve as the first point of contact for all technical issues, providing support via phone, email, remote tooling (Teams), and in-person interactions
• Provide exceptional customer technical support to achieve key performance goals, ensuring customer interactions are addressed in a timely and accurate manner and meeting or exceeding service levels.
• Utilize service management system (ServiceNow) for case management by providing adequate log notes, timely case updates, and work towards First Contact Resolution (FCR) for incoming inquiries to Support.
• Independently assess and prioritize incoming cases, applying technical judgment to determine appropriate resolutions or escalations.
• Triage customer reported incidents for severity, urgency and content to ensure consistency and quality.
• Perform research across various tools to determine if the incident is a known issue or defect.
• Troubleshoot a wide range of technologies and replicate incidents versus the expected results and document steps to reproduce.
• Provide technical guidance to customers and internal teams, influencing best practices and support strategies.
• Contribute to the existing knowledge base to support customer self-service and training.
• Participate in scheduled training sessions to learn internal and proprietary technologies.
• Utilizing AI tools to service more customers faster with higher quality.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED