Customer Support Services Specialist Associate In Illinois Job Details

Department: Information Technology
Category: Information Systems /Finance
Schedule: Part Time
Shift: Nights (Weekends Only)
Hours: 6:30pm-6:30am Saturday & Sunday

Basic Function:  With the ultimate goal of delivering quality customer service, the Customer Support Services Specialist, Associate will provide tier two customer service and computer support to health system personnel by quickly and accurately logging requests and troubleshooting issues related to software and hardware, routing service requests, and documenting all courses of action taken.  Under general supervision, provides day-to-day customer contact and actively engages in the planning, installation of new and maintenance of existing personal computer systems.  Works closely with other technical personnel to determine exact nature of issues and implements solutions.  Trains customers in use of equipment and some software.

Requirements for this position include:

1. Bachelors degree in computer science or four years experience with personal computers and Microsoft Windows operating systems.


2. Minimum two years of hands on PC and peripheral support including printers, scanners.


3. Good understanding of voice and data (computer) systems including hardware, software, and networks as well as first hand knowledge of Microsoft SMS, Citrix, and Active Directory.


4. Skill in interacting in person and over the phone, ability to understand customer?s questions and problems, and ability to communicate using non-technical verbiage.


5. Proven customer service, verbal, and written communication skills.


6. Possesses the ability to regularly lift, push, and pull up to 50 pounds.


7. Must possess valid Illinois drivers license and must be deemed as an acceptable driver in accordance with the MHS Fleet Safety Policy (five year MVR will be required).


8. Availability to participate in evening and weekend ?on-call? rotation, as required, for 24 hour, 7 day a week support of systems.


9. Work with team members to improve skill sets and disseminate knowledge.

Date posted: 09/20/2009