Technical Support Specialist

Leidos is a Fortune 500™ company aimed at embracing and solving some of the world’s most pressing challenges. Through science and technology, Leidos makes the world safer, healthier and more efficient. 

Our Commercial & International Group offers an array of exciting career opportunities for the best IT, energy, logistics and engineering professionals.

Driven by our talented workforce, Security Enterprise Solutions (SES) is the cornerstone of Leidos’ comprehensive suite of fully integrated security detection and automation solutions for aviation, ports and borders, and critical infrastructure customers around the world, with more than 24,000 products deployed across 120 countries. Leidos is positioned to address emerging and evolving threats through rapid development of innovative solutions for our global customers.  Leidos’ SES Operation, in conjunction with the TSA, also performs on-call, onsite installation servicing of X-Ray Detection Equipment using leading edge technology to ensure the safety of our clients, customer and passengers.

The Security Enterprise Systems Operation is comprised of four divisions to align with our customers’ missions and needs:

• Checkpoint
• Hold Baggage
• Ports & Borders
• General Automation

The Civil Group at Leidos currently has an opening for Technical Support Specialist to work Remote. This is an exciting opportunity to use your experience helping the TSA HBS and/or Checkpoint ILS program, other Government Entities along with many Commercial Customers.  In this mission we help solve basic to complex technical issues on Explosive Trace Detection (ETD), Explosive Detections Systems (EDS) and Checkpoint Security Screening systems.

Primary Responsibilities:

• Primary Interface to Product Support
• Escalation path from Field Service
• First level response to CBP customer within 1 hour per contractual SLA
• Provides assistance to Field Service technicians via phone support when needed
  • This will include part number look up and troubleshooting
• Supports products in the Americas (North, Central and South America along with the Caribbean)
  • Support Field Service Teams to help achieve SLA Requirements
  • Help drive continuous improvements to optimize system performance
  • Responsible for Critical Part reviews and approvals for spare part orders from Field Service.
• Proactively provide input to Product Support for Documentation Updates and Equipment improvements.
• Assesses Product/Equipment performance based on advanced diagnostic techniques, experience & support data.
• Properly documents all troubleshooting recommendations/actions in our CRM System in a timely basis.
• Maintains clear and concise business communication proficiency, both oral and written.
• Overtime and work hours other than Monday-Friday are required.
• Must be able to be a part of an On Call Support Rotation for after-hours, weekend and holidays.
• Work well with peers from various backgrounds to build effective work relationships.
• May provide Operator and Technical Training to internal and external customers as required.

Basic Qualifications:

• Current U.S. Citizen with valid U.S. Passport in hand by hire date.
• AS degree or graduate of technical school or military training in electronics field or equivalent experience
• 4+ years’ experience in field service environments
• Must pass criminal background check, drug test and extensive credit check.
• Physically able to get into narrow spaces, climb ladders / stairs, and carry 50+ lbs. without assistance.
• Must have a valid U.S. Driver’s License with Real ID.
• Excellent customer service skills required.
• Computer networking knowledge.
• Employment dependent on TSA eQIP Clearance and able to maintain this clearance while employed at Leidos.
• Working knowledge of Trace ETD technology
• Working knowledge of X-ray and/or CT technologies

Preferred Qualifications:

• Computer literacy; competency in use of all programs within MS Office Suite and aptitude for learning specialized software programs.
• Previous field electrical assembly experience
• Software integration with electric/mechanical equipment.
• Minimum of at least 2 years’ experience working on Leidos SES equipment.

**Salary Range for this position: $65,000 to $80,000 **

Come break things (in a good way). Then build them smarter.

We're the tech company everyone calls when things get weird. We don’t wear capes (they’re a safety hazard), but we do solve high-stakes problems with code, caffeine, and a healthy disregard for “how it’s always been done.”

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.