Interviewing for Ticket Management-Queue Coordinator!
TS/SCI with POLYGRAPH
CCA's MAY APPLY!!!
EARLY DAY HOURS, 5am-3pm, Wednesday thru Saturday.
MUST be able to do day training Mon-Fri 7am - 3pm for their first 1-3 months on contract.
-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 meet contract level requirements for appropriate position.
In addition to that, must have 2 years experience
in customer service, technical help desk, office administration, or project management.
Must have excellent customer service and organizational skills. Must have good interpersonal skills and willingness to be a team player.
Must be comfortable prioritizing the work of others based on established directions and guidelines and working under moderate pressure.
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.
(Level SA0's are also welcome to apply.)
Can also Apply to email@example.com or through our website at
Comprehensive Benefits Package!
Great Referral Bonus Program!