IOC Helpdesk Operator in Camden, NJ at Johnson Service Group

Date Posted: 7/21/2021

Job Snapshot

Job Description

JobID: 385185


Johnson Service Group (JSG) is actively searching for an IOC Heldpesk Operator in the Atlanta Ga region.

Job Details:
  • Will be responsible for providing front line support, via call, chat or email, to all American Water Employees and contractors, Escalating malfunctions to level II or level III support when necessary.
  • Documents problems and resolutions.
  • Responsible for assisting senior personnel with ensuring that all hardware platforms, operating systems, utilities, and related tools and devices are available for successful management of production schedules and service levels.
  • Assists with analyzing and evaluating system malfunctions and takes appropriate action to correct systems as directed.
  • Escalates malfunctions to level II or level III support when necessary, documents problems and resolutions.
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  • Discrete Duties Include: Provides 24x7 remote support in Operations Center. Handle incoming calls, chats and emails from customers.
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  • Create tickets in ITSM system and work with customer until completion escalating when necessary, providing basic IT functions (account issue troubleshooting, software installs, access requests, and troubleshooting hardware).
  • Maintains knowledge database. Escalates deficiencies in technical processes and informs Level III Support. Monitor IT systems (SAP, Network infrastructure).
  • Create badges and monitor badge system.
  • Monitor security systems. Handle customer threat assessments.
 

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