Position Description & Qualifications
If you have excellent customer service skills and enjoy helping people diagnose and fix their IT related problems then Serco has a great opportunity for you!
Serco is seeking a Computer Operator III will be a part of a team of people who field requests from our remote Serco facilities to assist them in fixing any access or IT related issues they are experiencing as we work to support the Affordable Care ACT (ACA).
The Computer Operator III position at Serco is part of a 8-10 member team that processes a range of scheduled routines in support of our remote Serco and contractor employees. In addition to operating the system and resolving common error conditions, the person selected will diagnose and acts on machine stoppage and error conditions not fully covered by existing procedures and guidelines (e.g., resetting switches and other controls or making mechanical adjustments to maintain or restore equipment operations). In response to customer problems or error conditions, the Computer Operator III may deviate from standard procedures if standard procedures do not provide a solution and refers problems which do not respond to corrective procedures to a person of supervisory or higher individual contributor level.
As a Computer Operator, you will:
Answer phones
Work tickets via the web
Triage tickets to appropriate Tier 2 support
Escalation for outage purposes.
Provide support for end users on various issues such as but not limited to:
Account Administration
Smartcard maintenance
Application support
Hardware desktop support
Remote assistance
Identify, research, troubleshoot and resolve technical problems.
Respond to telephone calls, web tickets, email and personnel requests for technical support.
Document, track and monitor the problem to ensure a timely resolution.
Utilize current ticketing system and knowledge of commonly used concepts, practices, and procedures within a particular field.
Rely on instructions and pre-established guidelines to perform the functions of the job.
Work under immediate supervision. Follow best practices for processes and procedures (ITIL process environment).
Provide support on hardware and operating system software and escalates to systems engineers when additional support is needed.
Update all tickets assigned, on a daily basis with thorough follow-up.
Work Hours for this role will be 4pm - 1am EST Monday through Friday with a rotating weekend shift.
To be successful in this role, you will have:
High School Diploma or GED equivalent
2+ years experience troubleshooting Enterprise IT environments
2+ years experience working directly with end users/customers
2+ years experience working with Active Directory
Excellent soft skills
The combination of education, technical certifications or work experience.
Experience with hardware and software support and troubleshooting
Additional desired skills and experience:
Solarwinds
Versasec
Appian applications
If you are interested in working with our team supporting the Affordable Care Act please submit your application now for immediate consideration!
Company Overview
Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco's 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.
To review Serco benefits please visit: https://careers.serco-na.com/us/en/what-we-offer . If you require an accommodation with the application process please email: careers@serco-na.com or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.
Candidates may be asked to present proof of identify during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information, please see our Applicant Privacy Policy and Notice.
Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email Agencies@serco-na.com .
Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.
Pay Transparency
Our Total Rewards package includes competitive pay, performance-based incentives, and benefits that promote well-being and work-life balance-so you can thrive both professionally and personally. Eligible employees also gain access to a wide range of benefits from comprehensive health coverage and health savings accounts to retirement plans, life and disability insurance, and time-off programs that support work-life balance. Program availability may vary based on factors such as contract @type, location, hire date, and applicable collective bargaining agreements.
Salary range: The hourly amount for this position can be found at the top of this posting. This role is covered by the Service Contract Act.?For positions on this contract, we will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor and the Wage Determination (WD). The wage rate will vary depending on the locality. Additionally, you will receive Health and Welfare Benefits based on the WD for the contract.
Benefits - Comprehensible benefits for full-time employees (part-time members receive a limited package tailored to their role):
Medical, dental, and vision insurance
Robust vacation and sick leave benefits, and flexible work arrangements where permitted by role or contract
401(k) plan that includes employer matching funds
Tuition reimbursement program
Life insurance and disability coverage
Optional coverages that can be purchased, including pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection
Birth, adoption, parental leave benefits
Employee Assistance Plan that includes counseling conditions
Specific benefits are dependent upon the specific contract as well as whether the position is covered by a collective bargaining agreement or Service Contract Labor Standards.
To review all Serco benefits please visit: https://careers.serco-na.com/us/en/about-us .
Serco complies with all applicable state and local leave laws, including providing time off under the Colorado Healthy Families and Workplaces Act for eligible Colorado residents, in alignment with our policies and benefit plans. The application window for this position is for no more than 60 days. We encourage candidates to apply promptly after the posting date, as the position may close earlier if filled or if the application volume exceeds expectations. Please submit applications exclusively through Serco's external (or internal) career site. If an applicant has any concerns with job posting compliance, please send an email to: careers@serco-na.com .
