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:

• High school diploma or General Educational Development (GED) certificate required.
• Minimum of 2 years of experience in a contact center or customer service environment, preferably handling complex and escalated inquiries.
• Strong knowledge of federal government programs and services.
• Proficiency in using CRM systems and other contact center technology.
• Excellent communication skills, both written and verbal, with proficiency in American English.
• Demonstrated ability to handle high-pressure situations and complex issues with calmness and professionalism.

A highly qualified candidate will have the following:

• Experience in training or coaching other customer service representatives.
• Proficiency in Spanish or other languages is a plus.
• Familiarity with government information systems and customer service best practices.

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 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.

About Leidos

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com.

Pay and Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at www.leidos.com/careers/pay-benefits.

Securing Your Data

Beware of fake employment opportunities using Leidos’ name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system - never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at LeidosCareersFraud@leidos.com.

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.

Commitment to Non-Descrimination

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.

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