Tier 2 Support Technician

Job Description

We are actively seeking a Personal Computer Support Technician to join our team at Leidos as we strive to elevate and innovate our organization. Our mission centers on delivering user-focused IT solutions for our Centers of Medicare and Medicaid (CMS) customer base. This initiative demands continuous innovation and the ability to create seamless experiences across CMS systems, applications, and solutions. By proactively developing secure IT integrations and designs, we aim to unify end-user devices, infrastructure hardware, software, and applications, ensuring a smooth and intuitive experience for all users while safeguarding critical data.

- Under the guidance of the Customer Support (Tier 2) Lead, you will install, configure, troubleshoot, repair, and test a wide range of technology equipment—including workstations, printers, video teleconferencing equipment, and peripherals—in a multi-vendor setting, adhering to established policies, procedures, and Knowledge Base Articles (KBAs).

- Perform software and hardware upgrades and repairs, offering recommendations for process improvements.

- Support the Executive Support team by addressing executive user requests as needed.

- Mentor Tier 1 agents on how to identify and categorize user issues, leveraging active listening and analysis to expedite future resolutions.

- Continuously review and provide feedback on Tier 1 and Tier 2 knowledge articles, ensuring they empower Tier 1 agents to resolve customer issues independently, minimizing call transfers and accelerating solutions for end users.

- Field calls directly from users and Tier 1 agents, delivering expert-level support, resolving tickets remotely, and prioritizing first-call resolution.

- Train users on hardware, software, and mobile device usage in accordance with existing KBAs.

- Monitor asset performance and take proactive steps to address issues.

- Demonstrate initiative in identifying potential problems and responding before escalation.

- Work independently and as a valued member of integrated teams.

- Conduct root cause analysis and resolve complex issues.

- Be available for after-hours or weekend support as needed, including on-call emergency support.

Required Skills & Experience

- Associate degree with at least three years of relevant experience (additional experience may substitute for a degree).

- Proficiency with ServiceNow ITSM tool and Active Directory account management.

- Strong customer orientation, with a commitment to resolving user issues efficiently and communicating resolutions clearly.

- Demonstrated experience in installing, configuring, and troubleshooting hardware, software, and peripherals.

- Success in collaborative, team-based environments, as well as the ability to work independently.

- Excellent analytical and problem-solving skills.

- Ability to explain technical concepts to both technical and non-technical audiences.

- A passion for learning and teaching new technologies.

- Skill in building productive relationships with colleagues and customers at all levels.

- Collaborative spirit, empathy, and a dedication to honoring and understanding users’ needs.

- Confidence in expressing views diplomatically, even when they might be unpopular.

- Strong active listening skills and the capability to quickly synthesize information.

- Conscientious, organized, and reliable, with a track record of meeting deadlines and commitments.

- Eligibility to obtain and maintain a public trust clearance.

- All candidates must have resided in the United States for at least three of the last five years to be considered.