# Tier 2 Executive Support Technician **Company**: Leidos **Location**: Baltimore, MD **Work arrangement**: onsite **Experience**: senior **Job type**: full-time **Salary**: $44.70/hr **Category**: IT **Industry**: Technology **Apply**: https://leidos.wd5.myworkdayjobs.com/en-US/External/job/Baltimore-MD/Tier-2-Executive-Support-Technician_R-00196919?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/job/tier-2-executive-support-technician-7c6a6fc9-4b2/ ## Description 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. For more fresh new jobs, check out [yubhub.co](https://yubhub.co/). ## Skills ### Required - Microsoft Windows - Microsoft Office - ServiceNow - Jira - ITSM - Windows - macOS - Apple devices - Microsoft 365 - Group Policy ### Nice to have - CompTIA A+ - Network+ - Server+ - Microsoft Certified Professional (MCP) - Dell/EMC certifications --- Source: [Apply at leidos.wd5.myworkdayjobs.com](https://leidos.wd5.myworkdayjobs.com/en-US/External/job/Baltimore-MD/Tier-2-Executive-Support-Technician_R-00196919?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)