Personal Computer Support Technician (Tier 2)
Company: Leidos Inc
Location: Baltimore
Posted on: May 2, 2024
Job Description:
Description Leidos is looking to improve and advance our
organization. Our program is focused on the delivery of end-user
centric IT technology solution to our Centers of Medicare and
Medicaid (CMS) customer where we are challenged to provide ongoing
innovative and seamless experience while using CMS systems,
applications and solutions, provide proactive secure development of
IT integrations, concepts, and designs across the CMS enterprise
and integrate end-user computing devices, infrastructure hardware
and software, and user applications into a streamlined and seamless
experience across the CMS user base. We foster a positive end-user
experience while ensuring protection of the data.As a Personal
Computer Support Technician, you will provide support for computer
workstations, printers, peripherals, and mobile devices. In this
position, you are expected to pose exceptional communication
skills, technical, and analytical skills. This challenging position
requires an individual with demonstrated experience in resolving
technical client support in a service desk setting, ability to
perform technical troubleshooting and provide data analysis to
determine root causes of application issues. You will work closely
with other members of the Customer Support Service team as well as
Product Development team to remediate reported client issues in a
timely and professional manner. The successful team player will be
knowledgeable of all products and expected to be a contributor to
new product features and product testing. You are expected to
troubleshoot problem areas (by telephone and via e-mail via
ticketing system) in a timely and accurate fashion.Primary
ResponsibilitiesUnder the direction of the Customer Service (Tier
2) Lead, you will be responsible, to include, but not limited
to:
- Install, configure, troubleshoot, repair, and test a variety of
technology equipment in a multi-vendor environment to include but
not limited to computer workstations, printers, and peripherals in
accordance with the program policies, procedures, and Knowledge
Base Articles (KBAs).
- Perform software and hardware upgrades/repairs to existing
equipment using current processes and provide recommendations for
improvements.
- Coach Tier 1 agents on how to recognize and categorize issues
based on what the customer is communicating (active listening and
analysis) and provide a quicker resolution to users in the future.
- Continuously provide feedback on Tier 1/ Tier 2 knowledge
articles and ensure that instructions include steps Tier 1 can take
to resolve customer issues without having to transfer calls to the
Warm Transfer team, resulting in quicker resolution for the end
users.
- Directly answer the calls from the user as well as receive
calls from Tier 1 agents to provide higher level of expertise to
the end user, resolve tickets remotely with the goal to address
user needs at first call resolution.
- Train users in accordance with the existing Knowledge Base
Articles (KBA) on the proper use of hardware, software, and mobile
devices.
- Monitor end user asset performance and take appropriate
proactive corrective action whenever necessary.
- Identifies potential problems and understands when problems
exist without being prompted.
- Works individually, actively participates on integrated
teams.
- Analyzes root causes and resolves issues.
- Ability to work after hours or weekends on an as needed basis
to provide support which includes the ability to be on-call for
emergency support.Basic Qualifications
- Associate degree with 3+ years of experience. Additional years
of relevant experience will be considered in lieu of a degree.
- Competency in ServiceNow ITSM tool.
- Proficient in Active Directory account management.
- Proficient in utilizing JIRA to provide updates to
projects/tasks.
- Must be customer oriented. Solving customer problems in a
timely manner and informing the customer of problem resolution in a
clear manner.
- Experience installing, configuring, and troubleshooting
hardware, software, and peripherals.
- Experience working in a team-oriented, collaborative
environment.
- Demonstrated ability to work independently to perform
responsibilities effectively and efficiently.
- Demonstrate strong analytical and problem-solving skills.
- Ability to communicate technical concepts to technical and
non-technical audiences.
- Aptitude and enthusiasm for learning and teaching new
technologies.
- Ability to establish and maintain productive working
relationships with all levels of staff and the customer.
- Collaborative and works as part of a team to successfully
achieve common goals.
- Empathetic, honoring the consumer and what they are
feeling.
- Passionate about helping others.
- Self-Confident and able to diplomatically express views that
may be unpopular.
- Actively Listens and can quickly distill provided information
and insights.
- Conscientious, organized, and dependable; always meets
deadlines and commitments.All candidates supporting the CMS
programs must havelived in theUnited Statesatleastthree(3)out
ofthelastfive(5)yearsprior in order to be considered.Preferred
QualificationsTechnical Certifications in any one of: MCP,
Dell/EMC, CompTia A+, Network+The hourly range for this position is
$32.00 to $34.00 per hour.Original Posting Date:2024-04-22While
subject to change based on business needs, Leidos reasonably
anticipates that this job requisition will remain open for at least
3 days with an anticipated close date of no earlier than 3 days
after the original posting date as listed above.Pay Range:Pay Range
-The Leidos pay range for this job level is a general guideline
onlyand 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.
Keywords: Leidos Inc, Bel Air North , Personal Computer Support Technician (Tier 2), IT / Software / Systems , Baltimore, Maryland
Didn't find what you're looking for? Search again!
Loading more jobs...