Leidos · 10 hours ago
Technical Support Specialist II
San Antonio, TX
Full-time
Onsite
Mid, Senior Level
$52K/yr - $94K/yr
5+ years expLeidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. They are seeking an experienced Technical Support Specialist II to support the USAF Defensive Cyber Systems Program Management Office at Joint Base San Antonio, providing exceptional technical support and managing case backlogs to ensure high customer satisfaction.
National DefenseGovernmentElectronicsSoftwareInformation TechnologyComputerInformation ServicesNational Security
No H1B
Security Clearance RequiredU.S. Citizen Only
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
Qualification
Required
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
ServiceNow, ITIL v4, Agile or Jira Service Management certifications
Experience supporting the establishment of new operations and/or adoption of new capabilities
COMPTIA Security+ certification
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
Benefits
Health and Wellness programs
Income Protection
Paid Leave
Retirement
Company
Leidos
Leidos is a Fortune 500® innovation company rapidly addressing the world’s most vexing challenges in national security and health.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
unknown2025-02-20Post Ipo Debt
2013-09-17IPO
Leadership Team
James Carlini
Chief Technology Officer
Theodore Tanner
Chief Technology Officer
Recent News
MarketScreener
2025-12-16
2025-12-16
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