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, firstout

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

Must meet contract level requirements for appropriate position.

1-3 years experience in customer service, technical helpdesk, office administration, project management

Must have excellent customer service and organizational skills

Must be comfortable prioritizing the work of others based on established directions and guidelines and working under moderate pressure

Must have good interpersonal skills and willingness to be a team player

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 AR REMEDY database/application is highly desirable.

WINTEL and/or UNIX system administrators looking to perform non-technical work are also desired