Computer Operator

Computer Operator at Leidos

Lensa promotes this job for Leidos, an industry and technology leader serving government and commercial customers. This Computer Operator role supports an IT program for The Centers for Medicaid and Medicare Services Internal Service Desk.

The service desk is the entry point for first-tier support, handling requests via phone calls, emails, chats, and web submittals. This position requires shift flexibility to support a 24x7 operation, 365 days a year, including nights, holidays, and weekends on short notice.

The service desk delivers remote IT support by creating, maintaining, and using knowledge articles, and performs basic troubleshooting to resolve, capture, report, or route incidents and requests. The Computer Operator provides in-depth procedural and technical computer end-user support with the highest level of customer satisfaction. Support is delivered via inbound phone calls, chat, and email. In some cases, the Computer Operator will dispatch service requests and escalate issues to appropriate points of contact.

Responsibilities

• Resolve basic issues remotely by phone and email support.
• Upon additional training, resolve more complex hardware and software problems.
• Provide comprehensive Phone and Email Support for efficient resolution of incidents and requests.
• Appropriately document all required information into the ticketing system and knowledgebase.
• Efficiently and accurately identify specific customer information.
• Resolve issues on the first point of contact or within appropriate timelines.
• Meet required productivity expectations, including Service Center metrics.
• Route and dispatch service requests, incidents, or change requests to the appropriate IT support group.
• Maintain and contribute to the in-house knowledgebase, promoting information to articles.
• Possess the capacity to work independently and effectively while maintaining positive productivity levels.
• Maintain positive relationships with peers, cross-functional teams, and 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 CMS programs must have lived in the United States at least three (3) out of the last five (5) years prior to consideration.

Desired Skills

• Demonstrated experience with Mac and Windows Operating Systems and hardware.
• 1-2 plus year(s) of PC support, diagnostic/troubleshooting, and repair experience.
• Working knowledge of PC operations including Hardware, network settings, operating system, and MS Office applications.
• Associate’s Degree or Bachelor’s Degree in Information Technology or related discipline.
• Any Technical Certifications, i.e., A+, NET+, ACMT, Microsoft Fundamentals, etc.
• ITIL v4 Foundations Certification.

Key skills/competency

• IT Support
• Customer Service
• Troubleshooting
• Ticketing Systems
• Windows OS
• Mac OS
• MS Office
• Knowledge Management
• Incident Resolution
• Public Trust Clearance