Conference Moderation Support Technician

Description

We are actively seeking a Conference Moderation 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.

In this pivotal role, you will provide comprehensive support for unified communication and virtual teleconference tools. You facilitate sessions, will provide support for all CMS conference rooms, to include installation and maintenance of conference rooms, digital signage and associated peripheral. You will be responsible for operations to support Large Conference Facility, including Auditorium, Multipurpose Room, Media Center. In addition, you will support all other Tier 2 as directed, to include but not limited to computer workstations, printers, peripherals, and mobile devices. Success hinges on exceptional communication, technical proficiency, and analytical abilities. The ideal candidate will demonstrate a track record of resolving technical client issues with audio/visual conferencing, possess strong troubleshooting skills, be adept at analyzing data to identify the root causes of application problems, and demonstrate strong customer skills Collaboration is key, as you will work closely with both the Customer Support Service team and the Executive Support team to address user concerns promptly and professionally.

As a member of our team, you will be expected to master all relevant products and actively contribute to new product features and testing initiatives. Your daily responsibilities will include diagnosing and resolving technical issues via phone and email, guided by our ticketing system, and ensuring timely and accurate support.

NOTE: We are hiring for multiple positions.

Location: This role is onsite. Candidate must be in a commutable distance to the Baltimore, MD area.

The hourly rate for this position is approximately $37.76/hr. - $42.22/hr. * This is just a range, and actual compensation will be based upon geographic location. *

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 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).

• Provide support leading up to events, including but not limited to scheduling, dry run coordination, event configuration (unique or recurring), and dissemination of conference details such as links and participant instructions, etc.

• 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.

Basic Qualifications

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

• Proficiency with ServiceNow ITSM tool.

• Proficiency in Neat, Cisco, Poly/HP, and Crestron technologies.

• Previous experience in public speaking, interviewing, or event management.

• Excellent verbal skills for guiding discussions and summarizing complex ideas.

• Ability to manage high-level speakers, industry leaders, and live audience.

• High professionalism, remaining neutral while facilitating diverse opinions.

• Excellent timekeeping skills, strictly adhering to schedules to keep session, and the overall even on track.

• 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.

The Mission

The Digital Modernization Sector is focused on delivering performance-based IT services and repeatable solutions to include applying cloud-factory and aaS (as a Service) capabilities and integrating commercial products to provide a comprehensive digital engineering approach to IT transformation. Our team is solving the world's toughest security challenges for customers with "can't fail" missions. To explore and learn more, click here!

Come join our rapidly growing team and enjoy these benefits:

• Paid Time Off (PTO) accrued based on Leidos policy, up to 3 weeks a year.

• Eleven (11) paid holidays per year.

• Access to benefits on day one including medical and dental insurance, 401K, Life, AD&D, Voluntary Disability plans.

• Ongoing training to support your success.

• Tuition reimbursement based on Leidos policy.

• Discounted Leidos stock purchase and other Employee Discounts.

If you are passionate about technology, thrive on helping others, and excel in dynamic environments, we encourage you to apply and become a valued member of our team!

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.

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.

The Leidos pay range for this job level is a general guideline onlyand 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.

About Leidos

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com.

Pay and Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at www.leidos.com/careers/pay-benefits.

Securing Your Data

Beware of fake employment opportunities using Leidos' name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system - never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at LeidosCareersFraud@leidos.com.

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.