Ticket Coordinator - Service Desk in Annapolis Junction, Maryland at MISSION FIRST INC

MUST BE U.S. CITZEN
MUST HAVE ACTIVE TS/SCI WITH POLYGRAPH

DESCRIPTIONAs part of a 24x7 Service Desk, perform the activities associated with the management of dedicated ticket queues to include prioritization of work and assignment to technical resources for resolution of end user concerns while ensuring service levels and objectives are met.

REQUIREMENTS

• MUST BE U.S. CITIZEN
• MUST HAVE TS/SCI WITH POLYGRAPH
• Five (5) years’ experience in customer service, help desk, or network operations center environment. Two (2) years supporting a large Enterprise environment. Two (2) years’ experience managing a customer-facing service organization providing support across multiple locations on a 24x7 basis
• Experience working with customer technology and support requirements.
• Experience working with SLAs
• Strong time management and communication skills
• Ability to adapt and prioritize work independently in a dynamic environment
• Strong interpersonal and presentation skills
• Experience with desktop environment, local area networks, telephony, voice, land mobile radio, and/or video desired
• Experience with ITSM tools such as Remedy, Service Now, Service Manager, or equivalent required
• Experience working in a customer service role desired

Desired: ITIL v3 Foundations certification desired.