Computer Operator

Computer Operator to support an IT program for The Centers for Medicaid and Medicare 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 Librarys ITIL definition of tiers). Requests are received via phone calls emails chats and web submittals

Monday through Friday starting hours 6am to 8am MST

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 desks functions are replicated in the network/telecom areas.

The responsibility of a Computer Operator is to provide indepth procedural & technical computer enduser 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 Computer Operator will dispatch service requests & escalate issues to appropriate points of contact defined within the support organization.

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.

This work is currently being performed remotely however must be within commutable driving distance to Leidos office in Albuquerque NM.

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 endusers.
• 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 customers 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 inhouse 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

• Obtain & maintain a Public Trust Clearance; All candidates supporting the CMS programs must havelived in theUnited Statesatleastthree(3)out ofthelastfive(5)yearsprior in order to be considered
• High School Diploma or equivalent
• Ability to type 35 WPM

Desired Skills:

• Demonstrated experience with Mac and Windows Operating Systems and hardware
• 12 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 Bachelors Degree in Information Technology or related discipline.
• Any Technical Certifications ie: A NET ACMT Microsoft Fundamentals etc.
• ITIL v4 Foundations Certification.
• Ability to type 40 WPM

The hourly rate for this position is $20.11/hr

Original Posting:

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:

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.