Computer World Services (CWS)CorporationFairview Heights, ILFull Time
Job Posting for Help Desk Specialist I (TEAMSOPS) at Computer World Services (CWS)Corporation
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.
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.
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).
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 ]