Service Delivery Coordinator / Ticket Manager I
Flash Technology Group
Annapolis Junction , Maryland 20701
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Service Desk-Ticket Management-Workflow/Service Delivery CoordinatorLATE DAY SHIFT, 10am-6pm, Monday thru FridayMust have a TS/SCI with Polygraph security clearance.Willing to sponsor CCA candidates!!!
Monitor, track, and assign Break/Fix (HD) and Install, Change, Move, Surplus (ICMS, i.e., SR) ticketsVerify tickets for correct routing and research and reroute incorrectly routed ticketsUpdate ticket status and provide work documentation on HD and SR ticketsPrioritize and assign daily work/tasks based on Quality of Service, remaining SLA times, priority tasking, and first-in, first-out. Perform preliminary categorization of problemsAssign 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 teamCheck 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.Training during the first several months on contract, for this position.Must meet contract level requirements for appropriate position. Must have 1 year of 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.Apply to firstname.lastname@example.org or through our website at https://flashtg.com/flash-technology-careers/.Generous Bonus Program!Comprehensive Benefits Package!6% 401k Match!