Coordinate, diagnose and troubleshoot support calls, including CHS Executive level support. Candidate must be comfortable interacting with executive level leadership .
Report directly to the Support Services leader to enable expertise and capacity to be leveraged across the broader support organization.
Demonstrate leadership through subject-matter expertise, knowledge sharing, and collaboration with other teams across the enterprise.
Ensure defined IT Service Management (ITSM) process and procedures are followed. This includes adherence to operating practices and policies, adopted industry standards and quality controls related to incident, problem and request management.
Ensure operational excellence through active participation in day-to-day Service Center activities. This includes the facilitation of KPI's, event management, escalation processes, ticket, and phone queue monitoring.
Perform other responsibilities as needed or assigned.
Minimum Qualifications (required)
High School Diploma (or equivalent)
3+ years of experience in Customer Service and Support to include
Knowledge of ITSM best practices and service delivery standards
Experience with MS Windows operating system, network configuration, support of handheld devices, and familiar with systems monitoring and uptime
Additional Qualifications
Bachelor's degree in Information technology, Computer Science, Computer Engineering, Information Technology, Information Technology Management, or in a related field
Microsoft Certifications
Familiar with Microsoft Office Suite
A+ Certification
Extensive knowledge of current and emerging technologies including familiarity with Microsoft operating systems, mobile device platforms, network and remote access
Strong interpersonal and verbal and written communication skills
Ability to resolve complex IT related service issues
Ability to meet deadlines and manage events to resolution
Demonstrated ability to coach and work closely with a team
Technical writing ability
Understanding of process management and IT best practices
Customer service-related skills including brand management
Experience working in a high-volume IT environment, Level 1 and 2 trouble-shooting and support, and process driven environment
Experience working with Key Performance Indicators
Pre-employment screening is based on the job requirements and industry guidelines and may or may not be required for the position. If required, selected candidates must pass pre-employment screenings to include all or a combination of drug, criminal, motor vehicle check, physical requirements and FMSCA Clearinghouse.
Physical Requirements
Ability and willingness to work a variety of shifts during the hours of 6 pm – 6 am, including rotating weekends, and holidays as needed
CHS offers a competitive total rewards package. Compensation includes base wage and, depending upon position, may include other earnings such as bonus, incentives and commissions. Actual pay offered will vary based on multiple factors which may include, without limitation, experience, education, training, specialized skills and certifications, minimum wage/salary requirements under local law.
Benefits include medical, dental, vision, wellness programs, life insurance, health and dependent care spending accounts, paid time off, 401(k), pension, profit sharing, short- and long-term disability, tuition reimbursement and adoption assistance, subject to the eligibility requirements for each benefit plan.
CHS is an Equal Opportunity Employer/Veterans/Disability.
Please note that any communication from a CHS recruiter would be sent using a chsinc.com email address. In addition, a CHS recruiter will not ask for confidential information over the phone or in an email, or request money from a candidate involved in an offer process. If you have questions regarding an employment opportunity, please reach out to chscareers@chsinc.com; to verify that the communication is from CHS.
#LI-CF1
