Helpdesk Support Specialist

Remote from
Job function
Customer Success
Job type
Full Time,
Job posted
Apply before
13 Jul 2023
Industry
Information Technology & Services

About Leidos

Making the world safer, healthier, and more efficient through technology, engineering, and science.

Actively Hiring

Leidos has a need for a motivated Helpdesk Support Specialistr to provide hands on expertise using the latest open-source products and best practices. The candidate will be collocated with the SSA government employees and subcontractors at a government facility in Baltimore, Maryland. The candidate must be able to pass a Federal Suitability Check for a position of public trust.  Specifically, the successful candidate will be a member of an Agile Team working with other Agile teams, System Architects, Test Architects, Developers, Database Engineers, DevOps, Implementation team, IT Infrastructure & Operations Team and External System Owners to perform test automation for applications using open-source technologies and products.  Candidate’s primary responsibility will be to deliver technical application support related to development, testing, and using the Social Security Administration (SSA) electronic Consent Based Social Security Number Verification (eCBSV) registration, Customer Connection and Verification.

Activities included:

  • Responding to inquiries related to eCBSV: development, testing, registration, enrollment, customer connection, and verification services.
  • Troubleshoot technical issues and/or escalate and work with appropriate SSA development, application, and business teams to provide solutions.
  • Effective written and verbal communications including ability to explain technical issues in simple terms that non-IT staff can understand

Do you have most of these key required skills, education, or experience? Do you want to learn more about our telework posture? Are you an US citizen, US resident, or Visa candidate and think you might fit? We recommend you apply and start the conversation today! Join us in supporting our SSA contracts in Woodlawn, Maryland.

Team Culture:

Your passion and values might be a good fit for our teams if you answer “yes” to the following questions:

  • Are you looking for a company that puts employees first, with a focus on career, flexibility, and well-being?
  • Do you enjoy collaborating with colleagues and teammates and believe that the best ideas are fostered in an inclusive environment?
  • Are you searching for a team with a strong sense of ownership, urgency, and drive for daily mission success?
  • Are you comfortable with proactive outward communication and technical leadership?
  • Do you enjoy being a catalyst, solving complex problems, and providing innovative solutions?
  • Do you have the flexibility, creativity, and resilience to pivot the mission for success?
  • Do you have the courage to make tough ethical decisions with pride, transparency, and respect?

Mentorship & Career Growth:

Our teams are dedicated to supporting new team members in an environment that celebrates knowledge sharing and mentorship. Experienced engineers will be assigned to new hires for one-on-one mentoring, collaborative code reviews, and coaching on customer engagement to help each new hire successfully onboard and demonstrate their skills. Projects and tasks are assigned in a way that leverages your strengths and will help you further develop your skillset.

Foundation for Success (Basic Qualifications):

This experience is the foundation a candidate needs to be successful in this position:

  • Bachelor’s Degree in Computer Science, Mathematics, Engineering, or a related field
  • Masters or Doctorate degree may substitute for required experience
  • 3-5 years’ experience in an Application Support role
  • Experience with some programming languages and willingness/ability to learn
  •   Advanced written and verbal communications including ability to explain technical issues in simple terms that non-IT staff can understand

Factors to Help You Shine (Required Skills):

These skills will help you succeed in this position:

  • Experience with government approved tools to accurately report, document, administer, and resolve customer issues; Government provided tools include, but are not limited to the following: (1) BMC
  • Remedy for ticket tracking and routing; and (2) Microsoft SharePoint, as a knowledge management repository for SOP’s.
  • Demonstrated ability to apply diagnostic techniques to identify problems, investigate causes, and recommend solutions.
  • Comprehensive knowledge with application support, business processes analysis skills and problem-solving skills.
  • Strong communication and collaborative skills in providing technical direction and hands-on software development to include design, development, and testing.

How to Stand Out from the Crowd (Desired Skills)

Showcase your knowledge of modern development through the following experience or skills:

  • Proficiency with resolving technical problems in a help desk environment utilizing expertise in customer service and technical knowledge gained from prior software support experience to resolve issues surrounding data exchange products.
  • Knowledgeable of automation activities associated with the Internet/Intranet, Telephone and Web Services applications.
  • Familiarity with SSA’s Modernized Development Environment (MDE) and must be able to provide testing support in that environment using SSA approved tools.
  • Experience with CAPRS ticketing system, JIRA, Microsoft Excel, Microsoft Outlook, TEAMS
  • Experience with JAVA, JavaScript-based technologies, such as node.js, angular.js, etc.

Day to Day Responsibilities:

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 and contribute to our communities. 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. If this sounds like a mission you want to be a part of, keep reading!

Every position we take is more rewarding when you know the why behind it. Know your work makes a difference to support those who need it most. If your passion is enabling life changing service to those around, you this is the place for you. Find you passion in a team environment where all members are valued regardless of contractor or employee status.  We are excited for you to take your place in our Leidos Family.

Find your “Why” with us!

  • Lead the development of highly innovative products/solutions, achieved through collaboration and dialogue with other experts in the field. The candidate will continually assess advancements in technologies to gauge and recommend better solutions for the customer to improve the software developer experience and efficient delivery of software.
  • Mentor and coach technical staff, proactively shape product vision, and support multiple internal/external initiatives to achieve mission success. The candidate will have past and proven experiences as the technical lead on large, complex projects, and enterprise solutions.
  • Provide technical advice/input that impact strategic client outputs and Leidos business results.
  • Impact functional strategy by developing new solutions, processes, standards, or operational plans that position Leidos competitively in the marketplace
  • All other duties as assigned or directed

Education & Qualifications

  • Master’s degree and 2+ years of experience in a training-related field or bachelor’s degree and 4+ years of experience in a training-related field
  • Must be able to obtain a Public Trust

Leidos’ Health Group is recognized as a Top 10 Health IT provider. We draw on decades of success to deliver a range of solutions and services designed to meet the healthcare challenges of today. From the research bench to the patient bedside, we are a company of scientists, engineers, and technologists delivering a broad range of impactful, customizable, and scalable solutions to hospitals and health systems, biomedical organizations, and every U.S. federal agency focused on health. Leidos works with customers across the continuum of care to improve clinical, operational, and financial outcomes with innovative solutions that advance the next generation of care. Our mission is to contribute to creating a healthier world. Begin your journey of a flourishing and meaningful career, share your resume with us today! ITSSCII

Pay Range:

Pay Range $66,300.00 – $102,000.00 – $137,700.00

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.

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FAQ

What position is Leidos hiring for?

Leidos is hiring a remote Helpdesk Support Specialist from

What type of employment does Leidos offer?

This is a Full Time role.