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 Civil Group offers an array of exciting career opportunities for the best IT, energy, logistics and engineering professionals.

Driven by our talented workforce, the 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
• Supports products in the Americas (North, Central and South America along with the Caribbean)
  • Second Level of Technical Support when US Senior FST Resources are exhausted
  • Provides Telephone & E-mail Technical Support to our internal and external customers.
  • Guides and Mentors Senior FSTs within the Americas to include OJT Sessions
  • 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.
• Performs a variety of maintenance and technical support on products such as equipment, integrated systems and subsystems, and software at customer and/or factory locations.
• Performs Site/System Audits for Direct and CDR Locations within the Americas
• Proactively provide inputs 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 …