Hybrid Service Desk Specialist — Tier 1 Support & Scheduling

PAE Government Services Inc.

Illinois

Hybrid

USD 33,000 - 40,000

Full time

3 days ago

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Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Paid time off

401(k) matching

Educational reimbursement

Parental leave

Employee stock purchase plan

Tax-saving options

Job summary

PAE Government Services Inc. seeks a Customer Service Representative to support Argonne BIS in Lemont, IL. This full-time hybrid role blends in-person and work-from-home work, coordinating technician work orders and providing Tier1/service desk support to users.

You will schedule Field Engineers, document incidents in Fresh Service, and maintain knowledge base articles while ensuring user needs and expectations are met. Collaboration with senior management and peers is essential.

Qualifications

Associates degree is desirable
Advanced proficiency in Microsoft Suite, Box
Ability to quickly understand new processes and software applications used by the lab
A self-directed team player with strong verbal and written communication skills and ability to work well with senior management and peers
Strong customer service skills; maintain effective relationships with internal and external customers

Responsibilities

Create work orders for Adds, Moves and Changes (Pinnacle Software)
Submit Networking Tickets as required
Ensure that the users' needs and expectations are met.
Maintain Knowledge Base articles for Telephone Service Support in Fresh Service.
Manage the work processes associated with provisioning equipment and Work Order Management.
Update telephone directory listing in the PBX and 911 system
Receive trouble reports from users and document them in the Laboratory's Incident tracking system (Fresh Service), resolve or forward to the Field Engineers and track to completion.
Basic trouble shooting in regard to phone equipment, features and voice mail.
Work on special projects as required.