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Description
Job Summary:
Provides user support and customer service on company supported computer applications and platforms.
Primary Activities and Responsibilities:
* Provide technical support to customers and employees, assisting with all hardware, application, access, host process/service, incident management, and escalation issues.
* Respond to client needs from multiple lines of business related to infrastructure and service delivery requests. Track, monitor, resolve, and/or escalate complex incidents. Maintain written documentation and report systems alerts.
* Collaborate with Information Technology (IT) partners to ensure documentation is current and valid as well as provide documentation and communicate updates and changes to procedures.
* Research, analyze, and evaluate resolutions to problems, report service interruptions, and facilitate incident management process.
* Communicate with customers to minimize impact and severity of service interruptions and escalate as appropriate.
* Identify recurring service failures, recommend solutions to recurring problems, and assist in permanent corrective action. Identify trends to suggest methods to eliminate problems to improve service reliability.
* Miscellaneous activities and responsibilities as assigned by manager.
Qualifications
Minimum Qualifications:
* High School diploma/GED required
* 1 or more years of experience required in Customer Service or Desktop Support
Preferred Qualifications:
* Associates degree in Information Systems/Technology
* More than 3 years of experience in Customer Service or Desktop Support
* Certifications/Licenses: Applicatins Plus (A+), CompTIA Network Plus (N+), Microsoft Certified Professional (MCP), Microsoft Certified Systems Engineer (MCSE), or Information Technology Infrastructure Library (ITIL)
Knowledge and Skills:
* Knowledge of System Monitoring Tools
* Microsoft Office skills
* Knowledge of Windows XP, Virtual Private Network (VPN), Lotus Notes, network connectivity, and printer mapping
* Ability to work within a structured time frame in a high volume environment where high accuracy is required
* Customer service skills
* Ability to communicate effectively with all level of leadership
* Planning and organization skills
* Ability to adapt to changes in priorities in a dynamic work environment
* Mainframe skills
* Analytical and decision-making skills
* Problem solving skills
* Knowledge of and ability to provide effective and efficient real-time support for a variety of desktop technology users.
* Written and oral communication skills
* Ability to maintain confidentiality
* Technical troubleshooting skills
Competencies:
The CSX Competency Framework is the foundation of our Talent Strategy and is what drives CSX performance. CSX accordingly selects and develops talent based on each of the following competencies: analyze issues and make effective decisions, advance the business, engage, coach, and build a diverse workforce, build partnerships, improve service quality and processes, execute effectively, demonstrate personal leadership, and demonstrate functional and technical agility.
Job Requirements:
* Work hours may vary in length and schedule. Work hours may include a nonstandard workweek and various shift work.
* 5% travel required.
* The applicant selected for this position may be required to successfully complete a background check and drug test. Passing results must be received prior to start date in new position.
* May be required to travel to business continuity site in support of real or test disaster recovery exercises.
Environmental Conditions:
* Work inside an office environment.
Safety Commitment
Safety is a way of life at CSX, encompassing every aspect of company operations. Guided by a policy of ensuring the safety of our employees, our customers, and the communities we serve, CSX works relentlessly to prevent accidents and injuries. Not only is it the right thing to do, but when a company puts safety first, everyone benefits: the employees and their families, the customers, and the communities.
Company Profile
CSX Corporation, a Fortune 500 company headquartered in Jacksonville, FL, is a multi-modal freight transportation company serving customers across North America. Through its primary subsidiary, CSX operates the largest railroad in the eastern United States with operations in 23 states, the District of Columbia, and two Canadian provinces. CSX also includes an integrated intermodal company which serves customers with its own truck and terminal operations as well as a dedicated domestic container fleet. Other CSX subsidiaries provide technology and real estate support to the company. These subsidiaries combine to allow CSX to deliver efficient freight alternatives to customers in a variety of industries, including coal, chemicals, automobiles, metals, agricultural and forest products, food and consumer goods.
CSX Technology provides a wide range of information technology applications. Applications encompass day-to-day processing including freight scheduling, tracking, and monitoring, as well as more comprehensive functions such as data resource management, system architecture, and network management. CSX Technology is headquartered in Jacksonville, FL.
Closing Statement
At CSX two of the company''s core values are People Make The Difference and Safety Is A Way of Life. We are committed to offering our team members the most competitive compensation and benefits package available, unlimited opportunities for development and growth throughout an exciting and rewarding career, and the safest work environment possible.
CSX is an Equal Opportunity / Affirmative Action Employer that supports diversity in the workplace.
GH.com
Primary Location
: United States-FL-Jacksonville
Schedule
: Full-time
Relocation Available
:No
Tax Status
: Railroad Retirement
Overtime Status
: Non-exempt
: 10 Feb 2012 04:59:00
Number of Openings
: 1
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Details:
Job Id:
33851593
Posted / Updated:
2/2/2012 4:22:52 AM
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