Flash Technology Group

Help Desk / Queue Coordinator II

US-MD-Annapolis Junctions
ID
2017-2633
# of Openings
2

Overview

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 dmagruder@flashtg.com.

Responsibilities

(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

 

 

Qualifications

Degree and 2 years of exp or diploma and 6-8 yrs of exp.

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