Customer Service Engineer

Planned Systems International (PSI) is an Enterprise IT services company who focuses on designing building securing and operating cutting-edge software solutions that drive mission success and operational excellence for Federal Government organizations. PSI is currently seekinga Customer Service Engineer in North Chicago IL. This position provides Tier 1 and Tier 2 Service Desk and End-User Service for approximately 3700 users of Windows PCs Monday through Friday 4:00 a.m. to 8:00 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 troubleshooting resolving trouble tickets and reporting on the status of tickets. JALFHCC averages over 2500 tickets (requests & incidents) per month (90% are Tier-1 and 2 support requirements) which span more than 4000 desktops/laptops 200 iPhones 400 cell phones 700 printers 515 VPN accounts and Bar-Code Medication Administration (BCMA) mobile carts and laptops. JALFHCC averages around 2900 end user contacts per month for Service Desk support.

• Create/Maintain incidents and requests for all Service Desk contacts using the Service Now ITSM suite.
• Triage tickets to zone techs (Desktop technicians) in accordance with JALFHCC Zone tech list (Available on local IT SharePoint). 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).
• Verify users create temporary passwords and reset passwords (VistA/Network). As part of the JALFHCC employee check out process the Contractor shall deactivate user accounts clear employee record(s) from organization unit in Active Directory and collect all Government equipment.
• Provide user account access assistance with VistA electronic signature codes.
• Perform delegated functions in Active Directory including creation of accounts and management of security and global distribution memberships for more than 3500 staff members assigned at facility.
• Issue pagers and batteries for pagers phones and headsets for phones/workstations to users.
• 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 Drivers License and motor vehicle insurance (at least equal to the states minimum coverage requirements) as well as and the ability to travel to customer locations and other destinations for short to medium term projects.

• A high school diploma or equivalent.
• Prior hands-on experience in addition to supplemented classroom addition equipment manufacturers or unions may offer courses to help or update professionals working in the field.
• Communication and responsive in a timely manner that is a clear easy-to-understand way to solve the problem.
• Empathetic with interactions that begin with someone who is frustrated or unhappy. Important to understand and identify with the feelings of others and communicate accordingly.
• 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 a bit of 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.

PSI offers full-time benefits eligible employees a competitive total compensation package that includes paid leave and options for employer sponsored group medical dental vision short-term and long-term disability life insurance AD&D coverage legal services identity theft and accident insurance. Flexible spending account and health saving account options offer pre-tax savings for qualified medical dental and vision expenses. The company sponsored 401(k) retirement plan has an employer contribution match that is immediately vested. We invest in the professional growth of our employees through professional courses certifications and tuition reimbursement programs.

It is company policy to promote equal employment opportunities. All personnel decisions including but not limited to recruiting hiring training promotion compensation benefits and termination are made without regard to race color religion age sex sexual orientation pregnancy gender identity genetic information national origin citizenship status veteran status protected veteran status disability or any other characteristic protected by applicable federal state or local law.

Reasonable accommodations for applicants and employees with disabilities will be provided. If a reasonable accommodation is needed to participate in the job application or interview process to perform essential job functions and/or to receive other benefits and privileges of employment please contact Human Resources by emailing or by dialing .