Computer Chip

Ticket Management - Workflow Queue Coordinator

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. 

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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.      

(2pm-10pm, Sunday thru Thursday)  or

(5am-3pm, Wednesday thru Saturday) - Early Day Shift 

 

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Contact

1-800-480-7132

Address

6305 Ivy Lane Ste. 650
Greenbelt, Maryland 20770

© Carson Solutions LLC. 2020