Computer Operator

Leidos is seeking a 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.

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 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.

• 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 knowledge base. 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 knowledge base; analyze content of resolved tickets & promote information to knowledge base articles as appropriate, while keeping knowledge base 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.

• Ability to obtain and maintain a Public Trust Clearance;
  All candidates supporting the CMS programs must have lived in the United States for 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.

• Demonstrated experience with Mac and Windows Operating Systems and hardware.
• 1‑2 plus years of PC support, diagnostic/troubleshooting, & repair experience.
• Must have a working knowledge of PC operations which include hardware, network settings, operating system, & MS Office applications.
• Associate’s Degree or Bachelor’s Degree in Information Technology or related discipline.
• Any technical certifications, e.g., A+, NET+, ACMT, Microsoft Fundamentals, etc.
• ITIL v4 Foundations Certification.

The hourly rate for this position is ~$17/hr – $20/hr actual compensation will be based upon geographic location and experience.

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.

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