Customer Service Systems Engineer
DescriptionJoin us at Leidos, where your most important work is ahead!At Leidos, everything we do is built on our commitment to do the right thing for our customers, our employees, and our communities.Our mission is to make the world safer, healthier, and more efficient through information technology, engineering, and science.Leidos employees enjoy great benefits such as paid time off (PTO), flexible schedules, discounted stock purchase plans, career growth, unlimited education and training support, parental paid leave and more! You will have the opportunity to work under the best leadership in the industry at all levels, where supporting their employees and what they do is what matters.This position requires a current and active TS/SCI with Polygraph security clearance. This position does not have the ability to sponsor candidates for clearance processing.Our National Security Sector is seeking a Customer Service IT Support Specialist to serve as a System Engineer on an enterprise IT program. The Customer Service IT Support Specialist will provide providing Tier 1 application helpdesk services.Primary ResponsibilitiesOur client maintains an application which is a custom production application for the search and discovery of documents and data. We require a Customer Service IT Support Specialist to troubleshoot and resolve related client issues, using the provided tools and software to identify, document, track and resolve Tier 1 problems and work with the development team to resolve Tier 2/3 problems. In this role you shall:
Provide Tier 1 customer service for a production application that provides search and discovery of documents and data and use provided tools and software to identify, document, track and resolve Tier 1 problems,
Lead troubleshooting and resolving of Tier 1 issues and reassign Tier 2/3 issues as appropriate,
Work with the development team to resolve Tier 2/3 problems,
Plan, prioritize, schedule and perform help desk activities to ensure maximum issue resolutions in minimum time,
Analyze help desk activities and recommend process improvements to optimize service,
Support the Application’s users (with worldwide functional and account access) with questions and problems,
Manage new, current, and expiring Application accounts,
Ensure the Application security tables are current and accurate for data integrity and user access purposes, work with clients and stakeholders to ensure the appropriate information and data is available through the Application, and support Application testing efforts,
Develop and train other help desk staff, as necessary.
Basic Qualifications
TS/SCI with Polygraph security clearance.
Typically requires BS degree and 12-15 years of prior relevant experience or Masters with 10-13 years of prior relevant experience. May possess a Doctorate in technical domain.
Demonstrated experience providing Tier 1 customer service for a production application.
Demonstrated experience using tools and software to identify, document, track and resolve Tier 1 problems (such as JIRA and MS Office suite of tools).
Demonstrated experience leading the triaging, troubleshooting and resolving of Tier 1 issues, and reassigning to Tier 2/3 as appropriate.
Demonstrated experience working with a development team to resolve Tier 2/3 problems.
Demonstrated experience planning, prioritizing, scheduling and performing help desk activities to ensure maximum issue resolutions in minimum time.
Demonstrated experience analyzing help desk activities and recommending process improvements to optimize service.
Demonstrated experience providing customer support for users both organizationally and geographically disbursed.
Demonstrated experience managing customer application accounts.
Demonstrated experience managing application security tables to ensure they are current and accurate for data integrity and user access purposes.
Demonstrated experience supporting application testing efforts.
Demonstrated experience developing and training other help desk staff.
Demonstrated experience using search based applications, validating the results, assessing problems and answering functional question.
Preferred Qualifications
Demonstrated experience communicating professionally, accurately and effectively, both verbal and written, as well as on the telephone and virtually.
Demonstrated experience with the ability to convey technical issue details in a concise, easy to understand manner.
Demonstrated experience with the ability to understand and respond to user questions in an effective and courteous manner.
Demonstrated experience with the client’s search and discovery application.
Demonstrated experience with the ability to stay calm when customers are stressed or upset.
Demonstrated experience with the ability to multi-task, prioritize, and manage time effectively.
Demonstrated experience with proven IT Application Customer support experience within the client’s organization.
Original Posting Date:2024-03-13While 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 $98,150.00 - $177,425.00The Leidos pay range for this job level is a general guideline onlyand 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.REQNUMBER: R-00131076All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Leidos will consider qualified applicants with criminal histories for employment in accordance with relevant Laws. Leidos is an equal opportunity employer/disability/vet.