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Job #:R-00134108 Location:Baltimore, MD Category:SCA Computer Operations Schedule (FT/PT):Full Time Travel Required:No Shift:Day Remote Type:No Remote Clearance:Public Trust Referral Eligibility{target="_blank"}:Eligible Referral Bonus Amount:$3,000 Group:Digital Modernization 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 Responsibilities Under 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.

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``` - 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.

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``` - 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 Qualificatio s