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Service Delivery Coordinator / Ticket Manager I

Annapolis Junction, Maryland · Information Technology
Interviewing NOW for a Service Desk-Ticket Management-Workflow -Service Delivery Coordinator!
Must have TS/SCI with polygraph clearance!
   
                                                                                                                                                            EARLY DAY SHIFT-(Includes Saturdays)
5am-3pm, Wednesday through Saturday  
Training offered during the first several 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.
                                  

++Apply to dmagruder@flashtg.com or through our website at https://flashtg.com/flash-technology-careers/.

Generous Bonus Program!

Comprehensive Benefits Package!
                                                                                                                                                                                                                         
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