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Title

Customer Service Center Specialist  

EOE StatementWe are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.
 
About the Organization Constellation West is an award winning company that delivers Information Technology (IT) engineering services and solutions along with non-IT subject matter expertise world-wide. Established in 1997, Constellation West continues as an industry leader, partnering with key organizations. As a prime contractor or preferred subcontractor, we have a continual list of opportunities to fill across the nation with multiple agencies such as the Department of Veteran Affairs, Department of Defense, civilian agencies, and national intelligence community. Many of the positions supporting U.S. federal government require our employees be granted security clearances.

Constellation West provides fully integrated solutions spanning all aspects of system/network engineering, system/network administration, data management, information assurance, quality assurance, full lifecycle support, software development, and geospatial information services. Constellation West looks for the right people ready to step up and be part of a dynamic team.

If you are looking for a new challenge and a rewarding opportunity to apply your expertise, knowledge, and problem solving skills, come join our team! Constellation West offers competitive salary and benefits including:

• Tuition reimbursement
• Competitive 401(k) plan
• Competitive Health Benefits
• 10 Paid Holidays!!
• 15 PTO Days!
• Veteran Hiring Preference

Constellation West is proud to be an EEO/AA employer M/F/D/V
 
Category Professional Services  
Description

Perform organizational tasks in support of the medical facility to include, but not limited to the following tasks:
- Maintenance and installation of workstations, printers, fax machines, communication devices, hand-held devices, scanners, CD/DVD Read Writers and other peripherals.   Determine proper configuration of systems as to software and hardware composition and setup.
-Shift report entries are mandatory for any issues that affect the network, entire facility, email, and Internet:
-  Complete details pertaining to any outages, times, who was notified, course of action - all with enough detailed information to reconstruct the issue for future resolutions.
- Hourly entries on the Shift Report will be made until outages/major issues are resolved.  If the daily tour of duty ends, the on-call person will stay informed as to the status of the outage and make appropriate notifications to the Chief, Customer Service Center.
-In the event maintenance personnel, i.e., Comm or SCC are required to come in, the technician will remain on duty until the incoming personnel are briefed.  This too will be included in the Shift Report.
-Ensure technicians have the skills and knowledge to work with the latest office automation software and network operating systems, i.e., Windows (all versions), Windows SharePoint, Office (all versions).
- Any government desktop, peripheral or component moved or installed into service by Contractor shall be fully functional.   If the customer has data files, documents, or other files on the defective desktop hardware, Contractor shall ensure that such files (when not damaged) are transferred to the replacement computer.  Contractor shall deliver/set-up external peripheral devices.   These peripherals may or may not require set-up.   Examples include monitors, printers, glare guards, barcode readers, etc.
- Monitor, troubleshoot, and resolve all operational and software problems associated with network and standalone printers.
- Complete service requests associated with the desktop.  These service requests shall come in the form of a Enterprise Management/Tracking Systems (EMTS) trouble call and include but are not limited to, hardware upgrades, local software installs, printer, scanner, and other peripheral installs, etc.
- Enter, update and complete assignment information on all trouble calls into EMTS system for workload tracking.
- Assignment info tab must be completed when a trouble call is reassigned to another work center and when a second PC maintenance technician assists with the trouble call.
-They shall complete the "total time to complete" field for each trouble call.   Contractor shall thoroughly document all work they perform in the appropriate designated EMTS Software.
-The closure note must clearly explain why the trouble call took longer than an hour to complete.   Contractor shall update the trouble call record after each new status.
-Assign all trouble calls in CSC Desk software requiring the replacement of parts for desktops, printers and other peripherals to Asset Management.  
-Answer and triage customer assistance requests per month on information technology and communications issues.  Provide quick solutions for user problems at this level, if possible.   This assistance can be over phone or in person at either the customer's work center or in Medical Systems.   Otherwise, forward to the appropriate Systems work center via designated tracking system with priority determined by current operating procedures.
-Enter, modify and delete customer accounts on various computer systems.   Instruct customers on the proper way to fill out account requests and verify that all required information is on the request.   Inform customers of current Information Assurance requirements.   Process network account request within forty-eight (48) hours and file requests.  
- Manage Laptop Loaner Program- Check out and check in various Systems equipment in support of Medical Systems "One Stop Shopping."  Maintain all required logs and forms.
-Receive on-call schedules from various departments and file.   Update on-call list and transfer to intranet as required.
- Serve as first response on servers, network, phone, nurse call and IT issues.   Contact necessary personnel and document any action taken in the CSC shift report.
 

 
Position Requirements

Three (3) years of customer service center experience within the last five (5) years.  Includes one year of specialized experience related to the task.  

 
Full-Time/Part-Time Full-Time  
Shift Days  
Location Lackland AFB  
Number of Openings 8  
Exempt/Non-Exempt Exempt  
Req Number PRO-13-00016  

This position is currently not accepting applications.

To search for an open position, please go to http://CSSS.appone.com



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