Job Requirements
Annapolis Junction, MD
Top Secret/SCI Polygraph
Career Level not specified
Salary not specified
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Job Description
Job Description
Shift: Sat - Sun 6am - 6pm, Mon-Tues 7am - 3pm
Training will be Monday - Friday 7am - 3pm
Serve as a central point of contact for ticket routing, providing support via telephone, chat, and email to customers and technicians.
Validate incoming tickets to ensure they are complete, accurate, and compliant with established documentation and workflow standards.
Monitor queues and SLAs, prioritizing and assigning tickets according to urgency, impact, and remaining SLA time.
Track progress of assigned work, following up with technicians or teams to prevent SLA breaches.
Escalate complex, high-impact, or stalled tickets to higher-level support or management, following defined escalation paths.
Collaborate with support teams to improve ticket quality, routing accuracy, and overall workflow efficiency.
This position is mission essential, may include work on holidays when required.
Mandatory Skills:
Interpersonal communication abilities
SupportIT
Desired:
Microsoft Office Suite
Requirements:
5+ years of relevant experience in technical support or customer service
Minimum Security Clearance
TS/SCI w/ Polygraph
Shift: Sat - Sun 6am - 6pm, Mon-Tues 7am - 3pm
Training will be Monday - Friday 7am - 3pm
Serve as a central point of contact for ticket routing, providing support via telephone, chat, and email to customers and technicians.
Validate incoming tickets to ensure they are complete, accurate, and compliant with established documentation and workflow standards.
Monitor queues and SLAs, prioritizing and assigning tickets according to urgency, impact, and remaining SLA time.
Track progress of assigned work, following up with technicians or teams to prevent SLA breaches.
Escalate complex, high-impact, or stalled tickets to higher-level support or management, following defined escalation paths.
Collaborate with support teams to improve ticket quality, routing accuracy, and overall workflow efficiency.
This position is mission essential, may include work on holidays when required.
Mandatory Skills:
Interpersonal communication abilities
SupportIT
Desired:
Microsoft Office Suite
Requirements:
5+ years of relevant experience in technical support or customer service
Minimum Security Clearance
TS/SCI w/ Polygraph
group id: 10112588