Help Desk Support- Ticket Management Workflow I

Location: Annapolis Junction, MD
Date Posted: 05-16-2018
MID SHIFT  (INCLUDES SATURDAY) - Wednesday thru Saturday 8pm-6am; MUST be able to do day shift training Mon-Fri 7am - 3pm for their first 1-3 months on contract.)
OR SWING SHIFT;Monday thru Friday 2pm-10pm; MUST be able to do day shift training Mon-Fri 7am - 3pm for their first1-3 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.                                              

(No DoD 8570 Certification Required for this Opening!)
Must meet contract level requirements for appropriate position. Must have 2 years experience in customer service, technical helpdesk, 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.                                             

CCA's MAY APPLY for this position.

Generous Referral Bonuses!

Can also apply through our website at or send resume to                                                                                                                                                                                                                                                              

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