Customer Service Engineer

Overview

Planned Systems International (PSI) is an Enterprise IT services company who focuses on designing, building, securing, and operating cutting-edge software solutions that drive mission success and operational excellence for Federal Government organizations. PSI is currently seeking a Customer Service Engineer in North Chicago, IL. This position provides Tier 1 and Tier 2 Service Desk and End-User Service for approximately 3,700 users of Windows PCs, Monday through Friday, 4:00 a.m. to 8:00 p.m. CST. The incumbent will use industry best practices and standards such as Information Technology Infrastructure Library (ITIL) for Incident Management, Request Fulfillment, Access Management, Service Desk function and IT Operations Management. The incumbent shall provide Service Desk and End-User Service support to include creating/receiving trouble tickets, triaging trouble tickets, performing Tier 1 troubleshooting, resolving trouble tickets, and reporting on the status of tickets. JALFHCC averages over 2,500 tickets (requests & incidents) per month (90% are Tier-1 and 2 support requirements), which span more than 4,000 desktops/laptops, 200 iPhones, 400 cell phones, 700 printers, 515 VPN accounts and Bar-Code Medication Administration (BCMA) mobile carts and laptops. JALFHCC averages around 2,900 end user contacts per month for Service Desk support.

Essential Functions and Job Responsibilities

• Create/Maintain incidents and requests for all Service Desk contacts, using the Service Now ITSM suite. 
• Triage tickets to zone techs (Desktop technicians) in accordance with JALFHCC Zone tech list (Available on local IT SharePoint). The Contractor shall also ensure proper problem description with screen shot if possible, affected end user location, affected end user point of contact (email address, location & phone number), affected device network name, and perform basic Tier 1 troubleshooting prior to triaging ticket to End-User support techs. 
• Utilize industry best practices and standards such as ITIL for Service Desk function, respond to Request Fulfillment (requests) and perform Incident Management. 
• Create, update, maintain and review quarterly Tier 1 and Tier 2 Standard Operation Procedures (SOPs). 
• Verify users, create temporary passwords, and reset passwords (VistA/Network). As part of the JALFHCC employee check out process, the Contractor shall deactivate user accounts, clear employee record(s) from organization unit in Active Directory and collect all Government equipment. 
• Provide user account access assistance with VistA electronic signature codes. 
• Perform delegated functions in Active Directory including creation of accounts and management of security and global distribution memberships for more than 3,500 staff members assigned at facility. 
• Issue pagers and batteries for pagers, phones, and headsets for phones/workstations to users. 
• Troubleshoot network connectivity issues. 
• Perform desktop and laptop troubleshooting to include problems affecting hardware and software. 
• Install / uninstall software for desktops and laptops. 
• Accurately report completed tickets into Service Now ITSM Suite.
• While performing the duties of this job, the employee is frequently required to walk, stand, sit or step up to access Data Centers; use hands to, handle, or feel; reach with hands and arms and talk and hear. The employee is occasionally required to stoop, kneel, crouch and twist. The employee will occasionally lift and/or move up to 50 pounds. Must have a valid Driver’s License and motor vehicle insurance (at least equal to the state’s minimum coverage requirements), as well as, and the ability to travel to customer locations and other destinations for short to medium term projects.

Minimum Requirements

• A high school diploma or equivalent.
• Prior hands-on experience in addition to supplemented classroom education. In addition, equipment manufacturers or unions may offer courses to help or update professionals working in the field.
• Communication and responsive in a timely manner that is a clear, easy-to-understand way to solve the problem.
• Empathetic with interactions that begin with someone who is frustrated or unhappy. Important to understand and identify with the feelings of others and communicate accordingly.
• Patience with clients and customers who ask several questions, are unhappy or ask the incumbent to repeat instructions several times. Patience is important to keep the conversation on track, remain personable and provide a positive experience.
• Technical knowledge to effectively solve problems. It is likely the incumbent will need to know a bit of technical or industry knowledge to help them resolve the issue at hand.
• Additional skills; Active listening, Adaptability, Attentivenes