Must have TS/SCI clearance with a CURRENT POLYGRAPH, in order to be considered for the position.
(CCAs MAY APPLY FOR THIS OPENING.)
Located in Laurel, MD.
Late Day Shift. Must be able to work (10 am to 6 pm) Monday thru Friday.)
Apply to www.flashtg.com or send resume to firstname.lastname@example.org.
(No DoD 8570 Certification Required for this Opening!)
Monitor, track, and assign Break/Fix (HD) and Install, Change, Move, Surplus (ICMS, i.e., SR) tickets
Verify tickets for correct routing and research and reroute incorrectly routed tickets
Update ticket status and provide work documentation on HD and SR tickets
Prioritize and assign daily work/tasks based on Quality of Service, remaining SLA times, priority tasking, and first-in, first-out. Perform preliminary categorization of problems
Assign tickets to appropriate queues
Notify site technicians of any priority or mission-critical problems or tickets and Route tickets to appropriate member of the site queue team
Check tickets for incomplete items (missing asset #, location, etc.) or insufficient documentation
Complete required ticket updates and work documentation
Escalate problems or tickets to higher level management when required and/or necessary
Must have 2 years experience in customer service, technical helpdesk, office administration, project management
Must have excellent customer service and organizational skills
Must be comfortable prioritizing the work of others based on established directions and guidelines and working under moderate pressure
Must have good interpersonal skills and willingness to be a team player
Must be an assertive individual with a great deal of flexibility and the ability to adapt to frequently changing work volumes
Knowledge of or familiarity with the SupportIT database/application is highly desirable.
WINTEL and/or UNIX system administrators looking to perform non-technical work are also desired
Degree and 2 years of exp or diploma and 6-8 yrs of exp.