Customer Service Engineer

Tria Federal is seeking a Customer Service Engineer in Hines, IL. This position provides Tier 1 and Tier 2 Service Desk and End-User Service. Supporting Windows PCs, Monday through Friday, 7:00 a.m. to 5:00 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 and Tier 2 troubleshooting, resolving trouble tickets, and reporting on the status of tickets. VBA averages over 500 tickets (requests & incidents) per month (90% are Tier-1 and 2 support requirements), which span more than 500 desktops/laptops, cell phones, printers.

Responsibilities:

• Create/Maintain incidents and requests for all Service Desk contacts, using the Service Now ITSM suite.
• Triage tickets. 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).
• Perform delegated functions in Active Directory including creation of accounts and management of security and global distribution memberships for more than 500 staff members assigned at facility.
• 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.

Basic Requirements:

• A high school diploma or equivalent and minimum 4-years' experience.
• Prior hands-on experience in addition to supplemented classroom education.
• Communication and responsive in a timely manner that is a clear, easy-to-understand way to solve the problem.
• 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 technical or industry knowledge to help them resolve the issue at hand.
• Additional skills; Active listening, Adaptability, Attentiveness, Conflict resolution, Creativity, Decision-making, Dependability, Effective communication, Empathy, Friendliness, Knowledge of your product or service, Open-mindedness, Patience, Quick thinking, Reading physical and emotional cues, Responsiveness, Timeliness.