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Computer Operator
American Samoa
Full-Time
$19-$20/hr
Remote
Posted 3w ago
Specialty:
IT Support Engineer
Experience Level:
1-2 years
Management Level:
None people
English Level:
Fluent
Skills & Technologies
Problem Solving
Computer Network
Customer Support
MS Office Suite
About the Job
- 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 Library’s [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 responsibility of a Computer Operator 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 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 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.
Minimum Qualifications
- Obtain & 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
- High School Diploma or equivalent
- Ability to type 35 WPM
Preferred Requirement
- 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.
- Ability to type 40+ WPM
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