Tier 2 Executive Support Technician

Leidos is seeking an experienced Tier 2 Executive Support Technician to provide high-quality technical support to senior leadership, executives, and political appointees at the Centers for Medicare & Medicaid Services (CMS).

The ideal candidate will demonstrate exceptional customer service, strong technical troubleshooting abilities, professionalism, discretion, and the ability to resolve complex technical issues in a fast-paced environment.

Primary Responsibilities:

• Provide dedicated onsite and remote Tier 2 technical support to CMS executive leadership, including the Administrator, political appointees, and senior government officials.
• Support 24/7/365 operations through scheduled after-hours, weekend, and on-call availability as required.
• Deliver exceptional customer service, conduct proactive executive support walkthroughs, and provide technical assistance and training.
• Install, configure, troubleshoot, and maintain computers, mobile devices, printers, peripherals, software applications, and teleconferencing equipment.
• Diagnose and resolve hardware, software, connectivity, and application issues, performing root cause analysis and escalating complex problems as needed.
• Manage incidents and service requests in ServiceNow, ensuring timely resolution, accurate documentation, and compliance with CMS service-level agreements (SLAs).
• Utilize Jira and other ITSM tools to track tasks, communicate updates, and maintain technical documentation and knowledge base articles.
• Collaborate with technical teams, vendors, and stakeholders to resolve issues and ensure seamless executive IT support.
• Proactively monitor equipment performance, identify potential issues, and implement preventive solutions.
• Recommend process improvements and contribute to initiatives that enhance service delivery, operational efficiency, and customer satisfaction.

Basic Qualifications:

• Associate degree and 4+ years of relevant IT technical support experience. Additional years of relevant experience may be considered in lieu of a degree.
• Minimum of 3 years of hands-on experience supporting and troubleshooting PC hardware, software, and peripherals.
• Experience supporting Microsoft Windows operating systems and Microsoft Office applications, including Outlook, Visio, and Project.
• Proficiency with Microsoft technologies, including operating systems, software installation, configuration, and Group Policy.
• Hands-on experience in troubleshooting Microsoft 365 (Outlook, Visio, Project, etc.) and Microsoft Windows with the end users.
• Hands-on experience in troubleshooting Apple devices (iPads, MacBooks, and iPhones)
• Experience installing, configuring, maintaining, and troubleshooting desktop and laptop computers, printers, mobile devices, and related equipment.
• Working knowledge of Windows and/or macOS environments.
• Experience supporting users in a mixed-platform enterprise IT environment.
• Experience using ServiceNow or a similar IT Service Management (ITSM) platform.
• Strong analytical, troubleshooting, and problem-solving skills, including the ability to independently diagnose and resolve technical issues.
• Understanding of application installation, configuration, system integration, and related technical support processes.
• Demonstrated ability to manage multiple priorities, follow established escalation procedures, and meet service-level requirements.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to both technical and nontechnical audiences.
• Strong customer service skills with the ability to build positive working relationships with executives, stakeholders, and technical teams.
• Ability to work independently while contributing effectively within a collaborative team environment.
• Willingness to learn new technologies, share knowledge, and provide guidance to less-experienced technicians.
• Ability to perform the responsibilities of lower-level technical support positions.
• Must be able to obtain and maintain a public trust clearance.

Preferred Qualifications:

• Previous experience providing dedicated technical support to executives, senior leadership, or high-profile government customers.
• Experience supporting enterprise IT environments within federal government agencies.
• Experience with workflow automation, process improvement, or IT service delivery optimization.
• Demonstrated commitment to customer service excellence and continuous professional development.
• Relevant technical certifications such as CompTIA A+, Network+, Server+, Microsoft Certified Professional (MCP), or Dell/EMC certifications.

Additional Requirements:

• CMS Residency Requirement: All candidates supporting CMS programs must have resided in the United States for at least three (3) of the last five (5) years to be considered for this position.
• Schedule Flexibility: This position requires flexibility to provide after-hours, weekend, and on-call support as needed to meet executive operational requirements.