Personal Computer Support Technician (Tier 2)

Leidos is looking to improve and advance our organization. Our program is focused on the delivery of end-user centric IT technology solution to our Centers of Medicare and Medicaid (CMS) customer where we are challenged to provide ongoing innovative and seamless experience while using CMS systems, applications and solutions, provide proactive secure development of IT integrations, concepts, and designs across the CMS enterprise and integrate end-user computing devices, infrastructure hardware and software, and user applications into a streamlined and seamless experience across the CMS user base. We foster a positive end-user experience while ensuring protection of the data.

As a Personal Computer Support Technician, you will provide support for computer workstations, printers, peripherals, and mobile devices. In this position, you are expected to pose exceptional communication skills, technical, and analytical skills. This challenging position requires an individual with demonstrated experience in resolving technical client support in a service desk setting, ability to perform technical troubleshooting and provide data analysis to determine root causes of application issues. You will work closely with other members of the Customer Support Service team as well as Product Development team to remediate reported client issues in a timely and professional manner. The successful team player will be knowledgeable of all products and expected to be a contributor to new product features and product testing. You are expected to troubleshoot problem areas (by telephone and via e-mail via ticketing system) in a timely and accurate fashion.

Primary Responsibilities

Under the direction of the Customer Support (Tier 2) Lead, you will be responsible, to include, but not limited to:

• Install, configure, troubleshoot, repair, and test a variety of technology equipment in a multi-vendor environment to include but not limited to computer workstations, printers, and peripherals in accordance with the program policies, procedures, and Knowledge Base Articles (KBAs).
• Perform software and hardware upgrades/repairs to existing equipment using current processes and provide recommendations for improvements.
• Coach Tier 1 agents on how to recognize and categorize issues based on what the customer is communicating (active listening and analysis) and provide a quicker resolution to users in the future.

• Continuously provide feedback on Tier 1/ Tier 2 knowledge articles and ensure that instructions include steps Tier 1 can take to resolve customer issues without having to transfer calls to the Warm Transfer team, resulting in quicker resolution for the end users.
• Directly answer the calls from the user as well as receive calls from Tier 1 agents to provide higher level of expertise to the end user, resolve tickets remotely with the goal to address user needs at first call resolution.

• Train users in accordance with the existing Knowledge Base Articles (KBA) on the proper use of hardware, software, and mobile devices.
• Monitor end user asset performance and take appropriate proactive corrective action whenever necessary.
• Identifies potential problems and understands when problems exist without being prompted.
• Works individually, actively participates on integrated teams.
• Analyzes root causes and resolves issues.
• Ability to work after hours or weekends on an as needed basis to provide support which includes the ability to be on-call for emergency support.

Basic Qualifications

• Associate degree with 3+ years of experience. Additional years of relevant experience will be considered in lieu of a degree.
• Competency in ServiceNow ITSM tool.
• Proficient in Active Directory account management.
• Proficient in utilizing JIRA to provide updates to projects/tasks.
• Must be customer oriented. Solving customer problems in a timely manner and informing the customer of problem resolution in a clear manner.
• Experience installing, configuring, and troubleshooting hardware, software, and peripherals.
• Experience working in a team-oriented, collaborative environment.
• Demonstrated ability to work independently to perform responsibilities effectively and efficiently.
• Demonstrate strong analytical and problem-solving skills.
• Ability to communicate technical concepts to technical and non-technical audiences.
• Aptitude and enthusiasm for learning and teaching new technologies.
• Ability to establish and maintain productive working relationships with all levels of staff and the customer.
• Collaborative and works as part of a team to successfully achieve common goals.
• Empathetic, honoring the consumer and what they are feeling.
• Passionate about helping others.
• Self-Confident and able to diplomatically express views that may be unpopular.
• Actively Listens and can quickly distill provided information and insights.
• Conscientious, organized, and dependable; always meets deadlines and commitments.

All candidates supporting the CMS programs must have lived in the United States at least three (3) out of the last five (5) years prior in order to be considered.

Must be able to obtain and maintain a public trust clearance.

Preferred Qualifications

Technical Certifications in any one of: MCP, Dell/EMC, CompTia A+, Network+

The hourly rate for this position is $37.76/hr

Original Posting Date:

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:

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.