Ticket Management-Workflow Service Delivery Coordinator - Annapolis Junction, MD, US
18 hours ago
Job description
Description:
- 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.
- Candidate MUST complete training during the first several months on contract, for this position. Dayshift training is preferred, however, please let us know if the candidate will need to complete training on shift and we will make arrangements.)
Qualifications:
- 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.
- (No DoD 8570 Certification Required for this Opening
- (Level SA0's are also welcome to apply.)
- (CCAs MAY APPLY FOR THIS OPENING.)
CyberCore has, on many occasions, expressed support and commitment to the principles of diversity and equal employment opportunity. It is CyberCore's policy to recruit, hire, train, and promote individuals, as well as administer all personnel actions, without regard to race, color, national or ethnic origin, age, religion, disability, sex, sexual orientation, gender identity and expression, veteran status or any other characteristic protected under applicable federal or state law. CyberCore will not tolerate unlawful discrimination and any such conduct is prohibited. CyberCore is committed to ensuring that CyberCore's workforce and volunteers reflect America's diverse population. CyberCore knows that such diversity will enrich the company with the talent, energy, perspective and inspiration we need to achieve our mission.
10am-6pm Monday thru Friday
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