Help Desk Specialist I (TEAMSOPS)

POSTED ON 6/22/2020 CLOSED ON 7/7/2020
Computer World Services (CWS)Corporation Hired Organization Address Fairview Heights, IL Full Time

Job Posting for Help Desk Specialist I (TEAMSOPS) at Computer World Services (CWS)Corporation

Job Description

Job Description

Provides inbound and outbound telephone support for the Systems Response Center, serving as an off-site central support point for military, DOD and Federal customers. Responsible for 24 hours a day/7 days a week (24/7) operations supporting a variety of US government systems.

Key Tasks and Responsibilities

• Answer, evaluate, and prioritize customer Service Requests (SR) submitted via telephone, voicemail, e-mail, self-service web site, and fax.
• Understand and evaluate technical issues and apply fundamental knowledge of systems, software, and networking to resolve.
• Demonstrated ability to apply sound process to troubleshooting and solving incidents using an ITIL based service program, including communicating effectively with technical and non-technical customers, both internal and external.
• Use ITIL-integrated ticketing systems like Oracle Siebel Customer Relationship Management (CRM) and Service Now to resolve SRs, input new solutions, and follow-up on customer inquiries.
• Solid understanding of Microsoft Windows and Office 365 components, to be able to troubleshoot at a Tier 1.5 capacity, and effectively communicate via ticketing system to escalation tiers.
• Interview users to collect information about problems to determine source of error.
• Log and track call information using the ServiceNow CRM software.
• Place outbound customer survey calls.
• Assist in developing standard resolutions for common user problems.
• Use existing tools for the SRC and related functional tools in support of the transportation application customers.
• Generate standard reports and update the customer on high priority issues.

Job Requirements

Education & Experience

  • High school diploma or GED required; Associate’s or Bachelor’s degree is a plus.
  • 1+ years of customer service experience is required.
  • Experience working in network, systems or telecommunications management operations is desired.
  • Fluent in the English language, ability to problem solve with a sense of urgency, and the ability to work in a fast-paced environment.

Certifications

  • HDI Customer Service Representative (HDI-CSR) or ITIL v3 Foundation certification is a plus, but not required to be considered for the position. An HDI-CSR certification must be obtained after starting with CWS in this role (provided at CWS’ expense).

Security Clearance

  • Must be able to obtain NACI Public Trust clearance.

Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)

  • Must be able to type at least 35 WPM. 

EOE AA M/F/Vet/Disability
EEO is the Law: [ Link Removed ]

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