CSC Call Center SME – Junior

Infinite Computer Solutions; Columbus (OH); On-site; USD 25,000 - 33,000; Full time

Job summary

Infinite Computer Solutions in Columbus, OH is seeking a CSC Call Center SME Junior to provide end-user support within the State's CSC and OHID services. The role operates 8 am to 5 pm on a 12-month assignment and involves incident tracking, first-level resolution, and collaboration with IT Service Owners.

You will handle tickets, follow SLA guidelines, assist onboarding of workers, and contribute to knowledgebase management.

Qualifications

• Experience supporting CSC policies and incident management.
• Familiarity with ServiceNow or similar ticketing systems.
• Strong written and verbal communication skills.
• Understanding of state and agency procedures and laws.
• Onboarding processes for workers.

Responsibilities

• Provide support to information system users and IT specialists per CSC policies.
• Create, analyze, and track incident and service requests.
• Follow priority, SLA, and escalation procedures.
• Initiate first level resolution within security constraints.
• Collaborate with CSC and IT Service Owners; assist with onboarding.
• Contribute to CSC knowledgebase and documentation.

Skills

Automated Call Distribution

Technical writing

Reading comprehension

MS Office

Critical thinking

Operations monitoring

Tools

ServiceNow

Job description

Job details:

Role: CSC Call Center SME Junior

Location: Columbus, OH

Shift timing : 8 am to 5 pm

Duration: 12 months

Note

BGC: From 18th birthday till date background check.

1. Infinite will conduct BGC(background check) and Drug test.
2. State will perform BCI (Bureau of Criminal Investigation) and FBI checks. BCI takes up to 30 days after fingerprinting.
3. Onboarding will happen once all checks are complete.

Job description:

Provides support to information system users and/or IT specialists in adherence to established CSC policies and procedures:

• Provides support and services within the Customer Service Center (CSC) to support OIT services for State Agencies, Boards & Commissions, as well as OHID account technical support for citizens.
• Creates, and analyzes incident & problem tickets to insure proper completion and assignment of incident or service request.
• Follows established policy and procedures for prioritization categorization.
• Follows escalation procedures established by CSC.
• Initiates first level resolution within confines of access and security authority, utilizing published processes and procedures.
• Follows up to ensure first level resolution within time limits prescribed by service level agreements (SLAs)
• Acts as liaison for services within the CSC
• Assists with on-boarding processes for workers.
• Collaborates with other program areas by interfacing and utilizing other IT applications or platforms.
• Participates in and/or provides technical IT assistance related to projects, tasks, and assignments.
• Facilitates group assignments between the CSC and IT Service Owners, as needed.
• Assists with managing CSC Knowledgebase

Generates enhancements for existing infrastructure, software, or database systems in compliance with specifications and standards:

• Assists in developing procedures, task plans, trainings and job aids and attends meetings to gather and coordinate activities for requirements gathering.
• Works toward improved customer services through process and performance management
• Assists with CSC initiatives as needed.
• Assists with managing risks and changes related to CSC processes, projects, and procedures.

Provides services for OAKS Helpdesk processes and Directory Assistance, OHID

account support activities.

Knowledge:

1. Computer hardware and software, including applications and programming.
2. Ticketing software (e.g., Service Now)
3. Customer Service techniques and standards
4. State and agency policies, procedures, and applicable laws (e.g., first contact resolution procedure, CSC standard operating procedures) *
5. Vision, mission, and goals of agency*
6. Training and Development

Skills:

1. Automated Call Distribution
2. Technical writing and documentation practices (e.g., standard operating procedures, training documents, workflow diagrams)
3. Reading/verbal comprehension (i.e., comprehend and apply written & verbal instructions)
4. Operating PC Hardware and Software (e.g., MS Word, Excel, PPT, Outlook and Teams)
5. Critical thinking (i.e., impact analysis, troubleshooting)
6. Operation monitoring (i.e., assessing/monitoring process improvement)

Abilities:

1. Communication (e.g., Oral, Written, Active Listening)
2. Problem sensitivity/problem solving.
3. Time Management (e.g., organization and prioritization)
4. Active learning