- Salary
- $70k – $87k/yr
- Location
- Various Locations within the City of El Paso, TX, TX, US
- Department
- Customer Service
- Source
- GovernmentJobs
Description
MOS Code: Army (25U), Navy (002776)
Education and Experience: Bachelor’s Degree or higher in Computer Information Systems, Microcomputer Technology or related field, and three (3) years of computer hardware and software support experience with local area networks or administrative technical support within a help desk operations or call center environment; or Associate’s Degree in Computer Information Systems, Microcomputer Technology or a related field, and five (5) years of computer hardware and software support experience with local area networks or administrative technical support within a help desk operations or call center environment.
Licenses and Certifications: Valid Texas Class “C” Driver’s License or equivalent from another state by the date of appointment.?
Special Requirements: Applicants must pass a Criminal Justice Information Systems (CJIS) fingerprint-based background check within the first six months of hire and maintain CJIS eligibility. CJIS requirements are related to system access, and the following list of convictions and/or deferred adjudications will result in failure of the CJIS background check and disqualification and/or termination of employment: Felony Convictions, Felony Deferred Adjudication, Class A or B Misdemeanor Deferred Adjudication, Class A or B Misdemeanor convictions, an open arrest for any criminal offense (Felony or Misdemeanor), and family violence convictions.
Under general direction, oversee, direct and perform Customer Care Operations for the Service Desk team.
Oversee and monitor quality assurance reviews for the Information Technology (IT) service desk. Involves: Act as an escalation point for customer service tickets. Contribute to improving customer support by actively responding to queries and handling complaints. Follow up with customers to identify areas of improvement. Monitor appropriate metrics to ensure the flow of activities and processes. Analyze compiled information and documented results of Customer Care operations. Develop, generate, and maintain daily, weekly, and monthly reports used to evaluate the service desk team’s productivity, business process measures, work requirements, and employee skill levels. Summarize data findings and make recommendations for training and coaching purposes. Compile and report support services issues to management. Provide feedback to management for process improvements related to assignments. Assist in the development and administration of Customer Care assessments. Assist in the implementation of IT support service processes, procedures, and training material.
Represent the IT department and provide technical support for software/hardware issues. Involves: Overseeing, monitoring, and troubleshooting end-user workstation hardware and networked peripheral hardware. Monitor and track the resolution of complex PC problems and corrective hardware solutions. Review and analyze statistical reports that monitor PC performance. Ensure hardware failures, repairs, installations, and removals are properly documented for accuracy. Assist in responding to inquiries regarding software and/or hardware problems. Collaborate with Support Services staff in resolving complex hardware or software issues. Establish best practices through the entire technical support process. Participate in IT-related projects.
Supervise assigned staff. Involves: Meet with staff on a regularly scheduled basis. Prioritize and coordinate sectional activities. Instruct, review, guide, and check work. Appraise employee performance. Provide training and development opportunities. Enforce personnel rules, regulations, and work and safety standards. Counsel, motivate, and maintain harmony. Interview applicants and recommend hires, terminations, transfers, disciplinary action, or other employee status changes.
Note: This is an unclassified contract position
Note: Applicants are encouraged to apply immediately. This position will close when a preset number of qualified applications have been received.
Please note: Applicants with foreign diplomas, transcripts and degrees must have all documents translated and evaluated by an agency of the National Association of Credential
Evaluation Services (NACES) prior to submitting them to the Human Resources Department. Please visit www.naces.org/members for more information.
Evaluation Services (NACES) prior to submitting them to the Human Resources Department. Please visit www.naces.org/members for more information.
A résumé and/or other documents will not be accepted in lieu of a completed application. Comments such as “See résumé” are not acceptable and will result in the application being considered incomplete.
To qualify for this position, the required education, experience, knowledge and skills must be clearly stated on your application’s employment history. We do not use any information on your resume to review if you meet the minimum qualifications for this position.
Failure to fully detail all experience and job duties in the application, or copying/pasting directly from the job specification, or responses referring to your résumé will eliminate you from consideration for the position.
Skills
Customer Service