Tier 2 Executive Support Technician

Leidos • Baltimore, MD

1d • Onsite

About The Position

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 team provides innovative, secure IT solutions across the CMS enterprise, supporting end-user devices, enterprise applications, collaboration tools, conference room systems, and IT infrastructure.

This highly visible, customer-facing role provides dedicated onsite and remote technical support to CMS executive leadership, helping ensure the reliable operation of critical IT systems and technologies. The technician collaborates with support teams, engineering personnel, vendors, and other stakeholders to troubleshoot issues, identify root causes, and deliver timely solutions that minimize disruptions to executive operations. The position is full-time and onsite in Washington, DC, with an hourly rate of $44.70.

Requirements

• Associate degree and at least 4 years of relevant IT technical support experience; additional relevant experience may be considered in lieu of a degree.
• At least 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 and configuration, and Group Policy.
• Hands-on experience troubleshooting Microsoft 365 applications and Microsoft Windows with end users.
• Hands-on experience troubleshooting Apple devices, including 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 and experience supporting users in a mixed-platform enterprise IT environment.
• Experience using ServiceNow or a similar IT Service Management 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.
• Ability to manage multiple priorities, follow escalation procedures, and meet service-level requirements.
• Excellent verbal and written communication skills, including the ability to explain technical concepts to technical and nontechnical audiences.
• Strong customer service skills and ability to build positive working relationships with executives, stakeholders, and technical teams.
• Ability to work independently and contribute effectively within a collaborative team.
• Willingness to learn new technologies, share knowledge, and guide 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.
• Must have resided in the United States for at least 3 of the last 5 years to support CMS programs.
• Must have flexibility to provide after-hours, weekend, and on-call support as needed.

Nice To Haves

• 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.

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 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; perform root cause analysis and escalate complex problems as needed.
• Manage incidents and service requests in ServiceNow, ensuring timely resolution, accurate documentation, and compliance with CMS service-level agreements.
• Use 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.
• Monitor equipment performance, identify potential issues, and implement preventive solutions.
• Recommend process improvements and contribute to initiatives that improve service delivery, operational efficiency, and customer satisfaction.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree