COMPLETE Computer Operator - Albuquerque, NM

The Government Health and Safety Operation is currently hiring a Computer Operator. 

The hours for this position are Monday through Friday 8am-12pm EST start and ending times will be 11:30am-8:00pm EST EST.

The hourly rate for this position is 17.68/hr

The Computer Operator will effectively and accurately respond to or properly route IT inquiries and escalations for The Centers for Medicaid and Medicare Services Marketplace Service Desk. The Computer Operator must provide the customer with accurate and complete responses; provide ticket status information, while meeting and exceeding service expectations. Computer Operators will utilize a Knowledge Base to locate scripted answers and to thoroughly document information into the database. Escalate requests to appropriate IT departments throughout the CMS Marketplace 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 12x5 day operation with expanded weekend operations September 1 – November 15. 

The Computer Operator will provide account access support, such as password resets and unlocking accounts for various marketplace applications including COTS products such as TIBCO MFT. Log user inquiries in Service Now and assign to the right groups internally before assigning to Tier 2 support. Support triage inquiries by marketplace functions and assign to the right marketplace systems/CCIIO business groups as applicable - skills and knowledge provided by training via our training instructors. Provide general policy information supplied by the business owners and Tier 2 systems. Provide process guidance to the requesters seeking help/guidance based on information provided by CMS/CCIIO business owners and Tier 2 support teams.

Required Qualifications:

• HS Degree and 1 years of experience

• 1+ years of customer service experience using multiple systems to identify solutions for the customer and the ability to manage multiple systems, tabs and issues at one time.

• Experience with follow up and closure for customer. Experience with thorough documentation of contact.

• Proven excellent customer service skills.

• Excellent verbal and written communications.

• Must have strong focus, dedication to research and resolve issues.

• Excellent knowledge of computers and Microsoft systems, 40 wpm typing

• Triage inquiries by marketplace functions and assign to the right marketplace systems/CCIIO business groups as applicable - skills and knowledge provided by training via our training instructers.
  * Provide general policy information supplied by the business owners and Tier 2 systems Provide process guidance to the requesters seeking help/guidance based on information provided by CMS/CCIIO business owners and Tier 2 support teams.

• Receptive to training for business acumen adoption, service desk operational processes, and information dissemination that aligns with a Tier 1 service desk function.
   

Desired Skills:

• 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) out of the last five (5) years prior to be considered.

Pay Range:

Pay Range $31,200.00 - $56,400.00

The Leidos pay range for this job level is a general guideline only and 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.