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).

Our team is dedicated to delivering innovative, secure, and seamless IT solutions that enhance the end-user experience across the CMS enterprise. We support a wide range of technologies, including end-user computing devices, enterprise applications, collaboration tools, conference room systems, and IT infrastructure.

In this highly visible, customer-facing role, you will provide dedicated onsite and remote technical support to CMS executive leadership, ensuring the reliable operation of critical IT systems and technologies. 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.

You will collaborate with technical support teams, engineering personnel, and other stakeholders to troubleshoot issues, identify root causes, and deliver timely solutions that minimize disruptions to executive operations.

This is a full time onsite position in Washington, DC

The hourly rate for this position is $44.70/hr

Primary Responsibilities

Under the direction of the Service Delivery (Tier 2) Manager and Senior Manager, responsibilities include, but are not limited to:

- 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.

If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo — because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 — and moving faster than anyone else dares.

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## Original Posting:
November 13, 2026

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.