Listing Info

SimSTAFF is hiring for our client in Annapolis Junction, MD. As the Service Desk-Networks Queue Coordinator, you will monitor, track, and assign Break/Fix (HD) and Install, Change, Move, Surplus (ICMS, i.e. SR) tickets

Highlights Of Responsibilities

• 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
• 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

Requirements

• TS/SCI with polygraph security clearance

• One (1) to two (2) years of experience in customer service, technical helpdesk, office administration, or project management
• Excellent customer service and organizational skills
• Comfortable prioritizing the work of others based on established directions and guidelines and working under moderate pressure
• Good interpersonal skills and willingness to be a team player
• Assertive individual with a great deal of flexibility and the ability to adapt to frequently changing work volumes

Preferred Education And Experience

• Knowledge of or familiarity with the AR REMEDY database/application
• WINTEL and/or UNIX system administration experience