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Job #: R-00021821
Location: Albuquerque, NM
Category: SCA Computer Operations
Schedule (FT/PT): Full Time
Travel Required: Yes, 10% of the time
Shift: Day
Potential for Telework: No
Clearance Required: Public Trust
Referral Eligibility: Ineligible
Group: Health

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Description

Job Description:

The Government Health and Safety Operation is currently hiring a Computer Operator to support a large contract in Albuquerque, NM
 
The Computer Operator will effectively and accurately respond to or properly route IT inquiries and escalations for The Centers for Medicaid and Medicare Services Internal Service Desk. The CO must provide the customer with accurate and complete responses; provide ticket status information, while meeting and exceeding service expectations. COs will utilizes a Knowledge Base to locate scripted answers and to thoroughly document information into the database. Escalate requests to appropriate IT departments throughout the CMS Service Desk organization to prevent work stoppage due to technology challenges. Provides guidance to customer on next steps as well as summarizes the contact including the responses and the referrals. Position requires shift flexibility to support a 24x7 operation.
 
Required Qualifications: 
HS Degree and 2 years of experience
2+ years of customer service experience
Experience using multiple systems to identify solutions for the customer and the ability to manage multiple systems, tabs and issues at one timeExperience with follow up and closure for customerExperience with thorough documentation of contactProven excelled customer service skillsExcellent verbal and written communicationsMust have strong focus, dedication to research and resolve issuesExcellent knowledge of computers and Microsoft systems, 40 wpm typing
 
Desired Skills:
BS Degree preferred
High volume IT Support experience,
Strong communication skills and multi-tasking skills- Strong verbal customer service skills,- Strong IT knowledge - Must be available to work nights, holidays and weekends
All candidates supporting the CMS programs must have lived in the United States at least three (3) outof the last five (5) years prior in order to be considered.

External Referral Bonus:

Ineligible

Potential for Telework:

No

Clearance Level Required:

Public Trust

Travel:

Yes, 10% of the time

Scheduled Weekly Hours:

40

Shift:

Day

Requisition Category:

Professional

Job Family:

SCA Computer Operations

Leidos

Leidos is a Fortune 500® information technology, engineering, and science solutions and services leader working to solve the world's toughest challenges in the defense, intelligence, homeland security, civil, and health markets. The company's 33,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $10.19 billion for the fiscal year ended December 28, 2018. For more information, visit www.Leidos.com.

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