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Service Desk Technician - Kiewit Technology Group

Location: 

Omaha, NE, US

Requisition ID: 103824 

Job Level: Entry Level 

Department: Information Technology 

Market: Corporate Home Office 

Employment Type: Full Time 

Position Overview

The Service Desk Technician will provide excellent customer service via multiple channels including a ticketing system portal, phone, chat and in-person, always striving to achieve customer satisfaction. The Service Desk Technician uses generally defined procedures to respond to a variety of problems/requests and will escalate to the appropriate department when the problem cannot be solved, or the request cannot be fulfilled.

District Overview

Kiewit Technology Group’s (KTG) mission is to deliver project schedule and cost certainty by employing technology designed by and for the construction industry. Our team deploys apps to the field that increase profitability by maximizing the way we use our people and resources in daily operations. KTG uses the Kiewit Management System (KMS), which includes systems and tools that manage every part of Kiewit’s business and lifecycle of a project, to improve planning and day-to-day execution in the field by giving our people real-time data to make faster, smarter decisions. Every day our employees make an impact the efficiency of the iconic projects Kiewit builds and you can too.

Location

This position is based out of our Kiewit Business Center at 12720 I Street. This is a shared service center in a professional office setting. 

Responsibilities
  • Be deliberate about customer delight
  • Research and respond to customer inquiries within service levels
  • Participate in a diverse team environment that handles incoming complex and sometimes intense calls/chats
  • Communicate with associates through the phone, email, chat and work requests
  • Work in a reciprocal team environment to handle large call/chat volumes
  • Able to adhere to Service Desk guidelines and measurements
  • Maintain confidentiality of customer and agent information
  • Successfully complete required training programs
  • Properly record and update pertinent information in ticketing system and knowledge base
  • Act as a mentor to colleagues and promote knowledge sharing
  • Other duties as assigned
Qualifications
  • Excellent customer service and interpersonal skills are required, including the ability to communicate clearly and professionally, both verbally and in writing
  • Ability to support a service culture through great quality and efficiency, even when work volume is high
  • Ability to empathize with, actively listen to, deal sensitively and professionally with customers
  • Attention to detail and genuine dedication to servicing the customer
  • Make valuable contributions by building, revising and improving processes to focus on delivering the best customer experience
  • Must be able to work independently. Requires exceptional organizational skills, problem solving skills, and flexibility in changing priorities
  • Must be adaptable and willing to learn new systems/services as processes and technology change on a regular basis
  • Effectively use multiple computer systems, phones, and other technologies at a time
  • Work independently displaying good judgment and analytical skills
  • Ability to work schedule demands and requirements
  • Ability to work in a fast-paced environment of continuous change and challenges

Preferred

  • Experience working with solving computer-related technical problems
  • Experience with ServiceNow
  • Bachelor's Degree

We are an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.


There’s no limit to what you’ll work on at Kiewit. With contracts in different markets and geographic areas, you’ll tackle new challenges all the time. Whether you’re building a facility that can turn water into power or engineering safer infrastructure networks, you’re bound to push the limits of innovation in new and exciting ways.

With Kiewit, you’ll have the potential to work on a variety of projects in seven major markets. From railroads to tunnels, renewable energy to biofuels, you’ll be part of a mission that’s bigger than you can imagine. 

Here, you’ll team up with market experts and gain cross-functional experience — all while helping people across the globe live better.