Computer Operator

Via Logic LLC; Albuquerque (NM); Remote; USD 10,000 - 60,000; Full time

Job summary

An established industry player is seeking a dedicated Computer Operator to provide exceptional IT support for a prominent service desk. This role involves resolving customer issues through various channels, including phone and email, while maintaining high customer satisfaction. The ideal candidate will have a strong background in PC support and troubleshooting, along with the ability to work independently in a fast-paced environment. This is a fantastic opportunity to join a forward-thinking organization that values teamwork and continuous learning, all while working remotely with flexibility in schedule.

Qualifications

• Obtain & maintain a Public Trust Clearance.
• 1-2+ years of PC support experience required.
• Ability to type 35 WPM minimum.

Responsibilities

• Resolve basic issues via phone and email support.
• Document all information accurately in the ticketing system.
• Maintain positive relationships with peers and leadership.

Skills

PC support

troubleshooting

customer service

typing speed 35 WPM

typing speed 40+ WPM

Education

High School Diploma

Associates or Bachelor’s Degree in IT

Tools

MS Office

ticketing system

knowledge base

Job description

Description

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.

Monday through Friday, starting hours 6 am to 8 am MST.

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 functions are replicated in 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 via inbound phone calls, chat, email, instant messaging, or other tools as assigned. In some cases, the Computer Operator will dispatch service requests & escalate issues to appropriate contacts within the support organization.

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.

This work is currently remote but must be within commuting distance to the Leidos office in Albuquerque, NM.

Responsibilities:

1. Resolve basic issues remotely via phone and email support reported by customers. After additional training, resolve more complex issues.
2. Provide comprehensive phone and email support for incident & request resolution.
3. Assist in various scopes of the Service Desk as needed, resolving hardware & software problems with additional training.
4. Document all information accurately in the ticketing system & knowledge base.
5. Resolve issues on first contact or within the designated timeline.
6. Meet productivity expectations and Service Center metrics.
7. Route & dispatch service requests, incidents, or change requests to the appropriate support group.
8. Maintain & contribute to the knowledge base; analyze resolved tickets and update articles as needed.
9. Work independently and effectively while maintaining productivity.
10. Maintain positive relationships with peers, teams, and leadership.
11. Perform other duties as assigned.

Qualifications:

• Obtain & maintain a Public Trust Clearance. All candidates supporting CMS must have lived in the United States for at least three (3) of the last five (5) years.
• High School Diploma or equivalent.
• Ability to type 35 WPM.

Desired Skills:

• Experience with Mac and Windows OS and hardware.
• 1-2+ years of PC support, troubleshooting, & repair experience.
• Knowledge of PC hardware, network settings, OS, & MS Office.
• Associates or Bachelor’s Degree in IT or related field.
• Technical Certifications (e.g., A+, NET+, ACMT, Microsoft Fundamentals).
• ITIL v4 Foundations Certification.
• Ability to type 40+ WPM.

The hourly rate is $20.11/hr.

Original Posting:

April 30, 2025

For U.S. Positions: The job may remain open for at least 3 days after posting, with an anticipated close date no earlier than 3 days from the posting date.

Pay Range:

The Leidos pay range is a guideline only, not a guarantee. Factors include responsibilities, education, experience, skills, internal equity, market data, and applicable laws.

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