• Manage the end-to-end process of service delivery and operations - both upstream with tier 1 carrier partners and downstream with customers • Provide phone and email support to all customers, delivering professional and technical assistance during the provisioning of mobile, VoIP, and internet services, as well as post-activation support to resolve faults and address customer queries • Design and configuration VoIP deployments • Act as a technical escalation point for voice engineering team members • Provide ticketing support by troubleshooting network faults and service issues, and ensure timely callback and ticket updates • Handle escalated trouble tickets by diagnosing and resolving voice and network faults, while mentoring staff to deliver high-quality service to customers • Demonstrate strong technical aptitude to understand complex issues, resolve high-level fault conditions, and support diverse network technologies • Identify knowledge gaps and define necessary team resources, including recommending training courses and sourcing external trainers where required • Collaborate with engineering teams to develop hardware support documentation, troubleshooting guides, and training materials for the company product suite • Work with the in-house development team to improve workplace tools, automation, and customer self-service options to enhance support efficiency • Provide after-hours on-call support for escalations to management and corporate support teams, and handle scheduled out-of-hours work requests for internal and external stakeholders.

• Attend and perform Technical On-line Demonstrations for potential clients. • Create and customize trial portals to help demonstrate the importance and use of the LMS. • Build out use cases for prospects and solve any integration questions that they would have. • Troubleshoot any issues that a prospect encounters in the LMS. • Respond to technical questionnaires and/or functionality questionnaires. • Assist the proposals team in responding to RFIs by answering any use case or technical questions a prospect might have. • Attend on-site demos with Account and Sales Executives.

• Teach and provide support to clients in using the Questor system; • Collaborate effectively with team members to resolve issues; • Use a quick-learning ability to enhance technical knowledge.

Leidos is seeking a PC Support Technician to support an IT program for The Centers for Medicare and Medicaid Services Internal Service Desk. The service desk consists of a centralized service desk and related roles tied to specific networking/telecom functions. The centralized service desk is the entry point and owner of first tiers of support (based on Information Technology Infrastructure Library’s [ITIL®] definition of tiers). Requests are received via phone calls, emails, chats, and web submittals. Position requires shift flexibility to support a 24x7 operation 365 days a year. Must be available to work nights, holidays and weekends on short notice. The service desk is responsible for (1) delivering remote IT support by creating, maintaining, and using knowledge articles and (2) performing basic troubleshooting to resolve, capture, report, or route incidents and requests. Some of the service desk's functions are replicated in the network/telecom areas. The responsibility of a PC Support Technician is to provide in-depth procedural & technical computer end-user support with the highest level of customer satisfaction. Support will be provided using inbound phone calls, inbound chat, inbound & outbound email, instant messaging or other tools as assigned & available. In some cases, the PC Support Technician will dispatch service requests & escalate issues to appropriate points of contact defined within the support organization. Responsibilities: - Resolve basic issues remotely by phone and email support that have been reported by the customer. Upon completing additional training, you will move to resolve more complex issues. - Provide comprehensive Phone and Email Support for the efficient resolution of incidents & requests for end-users. - Upon completing additional training, assist in various scopes of the Service Desk as needed by the business. Resolve more complex hardware & software problems utilizing this additional training & expertise. - Appropriately document all required information into the ticketing system & the knowledgebase. Efficiently & accurately identify the customer’s specific information. - Resolve issues as appropriate on the first point of contact or within the appropriate timeline. - Meet required productivity expectations, including Service Center metrics. - Route & Dispatch the service request, incident or change request to the appropriate IT support group or next level Tech, for resolution. - Maintain & contribute to the in-house knowledgebase; Analyze content of resolved tickets & promote information to knowledgebase articles as appropriate, while keeping knowledgebase articles current. - Possess the capacity to work independently & effectively while maintaining positive productivity levels. - Maintain a positive relationship with fellow peers, cross functional teams & leadership. - Other duties assigned as necessary. Qualifications: - High School Diploma or equivalent. - Ability to type 35 WPM. - Ability to obtain and maintain a Public Trust Clearance. 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. Desired Skills: - Demonstrated experience with Mac and Windows Operating Systems and hardware. - 1-2 plus year(s) of PC support, diagnostic/troubleshooting, & repair experience is desired. - Must have a working knowledge of PC operations which include: Hardware, network settings, operating system, & MS Office applications. - Associates Degree or Bachelor’s Degree in Information Technology or related discipline. - Any Technical Certifications, ie: A+, NET+, ACMT, Microsoft Fundamentals, etc. - ITIL v4 Foundations Certification. The hourly range for this position is approximately $20/hr. - $25/hr. *This is just a range and actual compensation will be based upon geographic location.* 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. Original Posting: March 25, 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.