PC Support Technician

Leidos is seeking a PC Support Technician to support an IT program for The Centers for Medicare and Medicaid Services Internal Service Desk. The service desk consists of a centralized service desk and related roles tied to specific networking/telecom functions. The CMS IT Service Desk provides 24x7x365 support. The service desk team is responsible for initial triage, classification, troubleshooting, resolution of incidents, and completion of service requests for a 7,000+ user community. 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 hourly rate for this position is approximately $20/hr. - $25/hr. *Actual compensation will be based upon geographic location.*

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.

The responsibility of a PC Support Technician 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 PC Support Technician will dispatch service requests & escalate issues to appropriate points of contact defined within the support organization.

Responsibilities:

• Resolve basic issues remotely by phone and email support that have been reported by the customer.
• Provide comprehensive Phone and Email Support for the efficient resolution of incidents & requests for end-users.
• 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.

Qualifications:

• High School Diploma or equivalent.
• Ability to type 35 WPM.
• Ability to obtain and 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.

Desired Skills:

• Demonstrated experience with Mac and Windows Operating Systems and hardware.
• 1-2 plus year(s) of PC support
• 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.

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Original Posting:

Pay Range:

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.