Personal Computer Support Technician (Tier 2)

Overview

Description and role summary for a Personal Computer Support Technician at Leidos. This on-site role supports CMS end-user computing within the Baltimore, MD area.

Position : Personal Computer Support Technician. Location : Onsite in the Baltimore, MD area. Compensation : Hourly rate approximately $36.05 / hr to $42.22 / hr; final offer based on qualifications and experience.

Responsibilities

• Install, configure, troubleshoot, repair, and test a variety of technology equipment in a multi-vendor environment, including computer workstations, printers, and peripherals, in accordance with 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.
• Assist Executive Support team to address executive user issues and requests as necessary.
• Coach Tier 1 agents on recognizing and categorizing issues based on customer communication to enable quicker resolutions.
• Provide feedback on Tier 1 / Tier 2 knowledge articles to ensure instructions enable Tier 1 to resolve issues without transferring calls, leading to faster end-user resolution.
• Directly answer calls from users and Tier 1 agents to provide higher level expertise, aiming for first-call resolution.
• Train users in accordance with Knowledge Base Articles on the proper use of hardware, software, and mobile devices.
• Monitor end-user asset performance and take proactive corrective action when necessary.
• Identify potential problems and understand when issues exist without prompting.
• Work independently and as part of integrated teams; analyze root causes and resolve issues.
• Ability to work after hours or weekends as needed and be on call for emergency support.

Basic Qualifications

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 to being considered.

Preferred Qualifications

About the Role and Benefits

The Digital Modernization Sector focuses on delivering performance-based IT services and repeatable solutions, including cloud-factory and as-a-Service capabilities, to solve security challenges for customers with mission-critical needs. To explore more, visit the Leidos Digital Modernization capabilities page.

Benefits

At Leidos, we seek individuals who push beyond the mold to build something better. This role is for those who are proactive, curious, and eager for what's next. If you are already thinking steps ahead, you'll fit right in.

Original Posting : August 29, 2025

EEO Statement : All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Leidos is an equal opportunity employer and compliance with laws regarding criminal histories will be considered for employment.

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