Help Desk Technical Support Specialist

Role Overview

• Primary Interface to Technical Support
• Escalation path from Field Service
• First level response to CBP customer within 1 hour per contractual SLA, providing basic technical support via phone or email
• 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 inputs to Product Support Senior Technical Support members 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.
• Document asset configuration specifics in CRM based on the latest changes and obsolescence reports
• Work with CBP to ensure all site drawings and ancillary equipment documentation are up to date
• Maintains clear and concise business communication proficiency, both oral and written.
• Travel, 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 travel to site to assist customer and/or field service with technical issues up to 25% of the time
• May provide Operator and Technical Training to internal and external customers as required.

Requirements

• 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 in 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

Tech Stack

• Ray

Benefits

• Health and Wellness programs
• Income Protection
• Paid Leave
• Retirement