Computer World Services (CWS)Corporation Help Desk Specialist I - Night Shift - 2845/1927/10844 in Fairview Heights, Illinois
This job was posted by https://illinoisjoblink.illinois.gov : For more information, please see: https://illinoisjoblink.illinois.gov/ada/r/jobs/8099807
CWS is looking for someone to fill the night shift Help Desk Specialist position. This position will work from 9:30 PM to 6:00 AM. Provides inbound and outbound telephone support for the Systems Response Center specifically in the general freight area (GFM, IBS, ICODES, GATES, etc.) 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.
+ Knowledge or experience working with general freight, tenders, logistics, shipping terms and practices, covering land, sea, and air a plus.
+ Will be on call every 5 or 6 weeks for that week.
+ Travel for training – 1-2 weeks – possible but not likely due to support changes.
+ Must work the night shift from 9:30 PM to 6:00 AM.
Education & Experience
+ High school diploma or GED required; Associate’s or Bachelor’s degree is a plus.
+ 1+ years of customer service experience and 1+ years working in DPS is required.
+ Fluent in the English language, ability to problem solve with a sense of urgency, and the ability to work in a fast-paced environment.
+ NACI Public Trust clearance is required.
Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)
+ Must be able to type at least 35 WPM.
EOE AA M/F/Vet/DisabilityEEO is the Law: http://www1.eeoc.gov/employers/upload/eeoc\_self\_print\_poster.pdf