CDS Global, Inc Help Desk Specialist, Digital Services in DES MOINES, Iowa

SUMMARY Provides clerical duties, and first level technical support, problem management and call tracking to internal CDS Global business units and external clients of the CDS Global Internet systems. ESSENTIAL FUNCTIONS Maintains confidentiality of CDS Global and its clients proprietary information. Provides prompt, courteous and excellent services to CDS internal and external customers at all times. Performs first-in call function to Digital Services support by answering incoming calls, employing basic to intermediate problem solving techniques to resolve reported problems, logging calls to problem management system and referring them to necessary support areas. Performs intermediate clerical functions, involving information and documentation processes. Sets up new clients in Digital Services systems. Works with new and existing vendors for Digital Services systems. Follows up on problem logs to ensure customer satisfaction and efficiency. Provides ongoing support to managers by keeping employees informed of changes and/or developments in procedures. Troubleshoots and answers questions on system procedures and functions. Demonstrates and walks clients through systems and procedures for CDS Global's Internet Systems. Organizes tasks and resources to complete work and meet deadlines according to departmental procedures, with limited supervision. Interacts in cooperative and professional manner with all levels of employees, vendors and/or clients in a team environment. Responds to multiple and/or conflicting demands in changing technical environment. Adheres to CDS Global attendance policies; reports to work station as directed by management. Follows all CDS Global ergonomic and safety policies. Travels to remote sites and client offices when required or requested by management. ADDITIONAL DUTIES AND RESPONSIBILITIES Performs additional duties as assigned. EDUCATION AND/OR CERTIFICATION, SKILLS AND LICENSING High School diploma or equivalent. Minimum of one year of successful experience at CDS Global and knowledge of its application systems required. IBM compatible PC knowledge and skills, with word processing and spreadsheet software experience. Excellent communication skills. Access to transportation requiring a valid drivers license, proof of safe driving record and active insurance. Research and troubleshooting skills. VEVRAA Federal Contractor Request Priority Protected Veteran Referrals EOE -Veteran /Disabled/Minority/AA/F/M/SO