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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

Job Description



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.





Security Clearance





+ 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.





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