Information Specialist Tier 2

Description

Information Specialists Tier 2 (IN and Remote)

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, contribute to our communities, and operate sustainably. 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.

Leidos is seeking experienced and customer-focused Tier 2 Information Specialists to join our team supporting inquiries related to federal government programs and services. As a Tier 2 Information Specialist, you will manage escalated and complex inquiries, providing accurate and detailed responses to help the public understand government programs and services through telephone, email, web chat, and other communication channels.

What you will do :

• Handle escalated and complex inquiries from Tier 1 Information Specialists and resolve issues that require advanced problem-solving skills and in-depth knowledge.
• Use approved content and resources to deliver comprehensive information and solutions that meet customer needs.
• Document and track all interactions and resolutions in the CRM system, ensuring accurate and timely updates.
• Collaborate with subject matter experts, supervisors, and the training team to ensure continuous improvement in service delivery and customer experience.
• Provide feedback and coaching to Tier 1 Information Specialists to enhance service quality and first-contact resolution rates.
• Stay informed about the latest developments in federal government programs and services to ensure the highest level of customer service.
• Maintain a professional and empathetic approach in all customer interactions.

We are looking for someone with the following qualifications :

A highly qualified candidate will have the following :

This position pays $17.83 per hour

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."

Original Posting : October 13, 2025

For U.S. Positions : While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range : Pay Range -

The Leidos pay range for this job level is a general guideline onlyand 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.