ECS is seeking a Technical Specialist to work in our Gettysburg, PA office.
Job Description: The Technical Specialist will be responsible for overseeing ServiceNow incident management system by assigning cases to appropriate groups, performing research and oversight on case follow-up. The Technical Specialist will be the Point of Contact for Staff Questions and will work closely with the Technical Manager.
Daily Tasks:
Hotline Management cases - perform research; assign to appropriate groups or contact appropriate SMEs
Give priority to cases during the following filing windows (email notifications will be sent):
LMS - Children's TV Programming Reports
Form 477
OPIF
Fee Filer - Annual Regulatory Fees
IA/Form 1876
SLA notifications - research to see if action needs taken
Follow up on cases for staff out of the office
Re-assign PSQ or Inquiry Support cases for out-of-office staff
Assist with PSQ or Inquiry Support backlogs
Report any SLA issues to management
Quickly and effectively communicate relevant systems issues and trends to project/technical managers and developers
Review Daily SLA Reports; follow up on outstanding cases
Check the Fax Email Box; update any associated cases
Check the Licensing Support Email Box; update any associated cases
Provide guidance on questions or directing which SME handles the inquiry.
Assist with taking calls during queue situations. Requires monitoring staffing levels availability in Cisco Supervisor Desktop while working on other projects.
Handle Technical Support Cases (on a case-by-case basis)
Advise the Service Desk of any known system issues with the computer or phone systems
Coordinate any non-urgent matters during break or lunch times.
Send alerts to the hotline staff when there are any known system issues.
Provide supervisory coverage when the Project Manager and Technical Manager are not available.
Review the Daily Digest to keep abreast of rule changes and initiatives that would impact the hotline
Monitor break schedules and phone staffing throughout the day to ensure proper coverage.
Weekly Tasks
Report to PM and TM on systems issues and common filing problems encountered during previous week - due Mondays by 10:30 am
Review cases for the following groups to see if they can be resolved or if you need to contact person assigned for status:
LMS
OPIF Help
WCB or WTB Form 477 (during last week of filing window; week prior to filing window)
FRN Support
Monthly Tasks
Pull Phone Recordings for Report Cards
Prepare Call Monitoring Sheets
As Needed
Assist with Reporting
Assist with New Hire Training
Attend meetings on new or enhanced deployments
Review Public Notices to compile a list of questions
Review any webinars to see what the public is asking
Assist FCC and technical staff with Testing deployments
Assist the technical manager with preparing manuals/trainings for hotline staff.
Suggest areas for improvement in internal processes along with possible solutions
Required Skills:
Must be a US Citizen or Green Card Holder
Must be able to obtain a Public Trust Clearance
Must have a High School Diploma
Excellent customer service practices
Excellent attendance record with the ability to be flexible
Ability to interpret and apply applicable rules, policies, and procedures
Ability to prepare written documents using correct punctuation, grammar, and spelling
Ability to use personal computers and Microsoft Office computer software applications
Experienced with database imports, documentation and explanation of the tables.
Experienced with Pop-up blocker settings
Experienced with clearing cache
Must be versed in all General questions from the hotline.
ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state, or local law. ECS promotes affirmative action for minorities, women, disabled persons, and veterans.
ECS is a leading mid-sized provider of technology services to the United States Federal Government. We are focused on people, values and purpose. Every day, our 3000+ employees focus on providing their technical talent to support the Federal Agencies and Departments of the US Government to serve, protect and defend the American People.