IT Customer Support - (Baltimore, MD)

Variety of shifts. 18.92 hourly wage plus health and welfare dollars. Position details: 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 info, while meeting and exceeding service expectations. COs will utilize a Knowledge Base to locate scripted answers and to thoroughly document details 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 necessitates shift flexibility to support a 24x7 operation.