IT Customer Support

Security Clearance required:

Public Trust

Cognosante is on a mission to transform our country's healthcare and national security systems. With our health and security-focused solutions, we help public sector organizations achieve the important task of providing the best possible public services to American Citizens. From Enterprise IT, Data Science, and Security Services, to full-scale Consumer Engagement and Interoperability solutions, we are moving government services forward with transformation and innovation. Learn how we are making a difference in people's lives today!

Job Description

The job description should outline the knowledge, skill, ability and experience expectations of the individual in this role. This section should also include information about the specific projects that he/she will be primarily responsible for providing deliverables.

Pay-20.81 hourly wage plus health and welfare dollars.

The Computer Operator will effectively and accurately respond to or properly route IT inquiries and escalations for The Centers for Medicaid and Medicare Services Internal Service Desk. The CO must provide the customer with accurate and complete responses; provide ticket status information, while meeting and exceeding service expectations. COs 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 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 24x7 operation.

Required Qualifications:

• 2+ years of customer service experience
• 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 excelled 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

Additional Qualifications:

• 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

Cognosante is an Equal Opportunity Employer

Minorities/Women/Disabled/Veterans/Disabled and other protected categories

Cognosante will not provide sponsorship for employment-based immigration benefits for this position.

Like many other growing companies, Cognosante has been targeted by scammers attempting to make fraudulent job offers to potential candidates. Communication from Cognosante recruiting will only be sent with an official corporate domain email (e.g., @cognosante.com or @accurate.com) and not a commercial domain e-mail (e.g., @gmail.com or @yahoo.com). We will never request payment from you, nor will we send payment to you, prior to your start date. If you have been asked to send or receive any payment, or if you have any doubt about whether you have been contacted by a Cognosante employee, please contact us at [email protected]. Thank you.

Cognosante is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.