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Computer World Services (CWS)Corporation Help Desk Specialist, Level 1 - 2666/1790/10216 in Fairview Heights, Illinois

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Job Description

Provide inbound and outbound customer support for the Systems Response Center (SRC) serving military, DOD and Federal customers. SRC is responsible for supporting a variety of US government systems and programs including security access.

Key Tasks and Responsibilities

• Receive, evaluate, and prioritize customer Incidents/Tickets submitted via telephone, e-mail, and self-service web site• Understand and evaluate technical issues and apply fundamental knowledge of systems, software, and networking to resolve. (Training on DoD systems provided)• Applying sound processes to troubleshoot and solve 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 ServiceNow Customer Relationship Management (CRM) to resolve incidents, input new solutions, and follow-up on customer inquiries.• Use Microsoft Windows, Office, and various browsers to help troubleshoot customer issues Tier 1.5 capacity, and effectively communicate via ticketing system to escalate technical issues to higher tiers/levels withing the DoD.• 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 desired.

+ 1+ years of customer service experience is required.

+ Experience working in call center, 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 company 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

+ No travel required

EOE AA M/F/Vet/DisabilityEEO is the Law: