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G19 – Help Desk Ticket Manager (Junior or Associate) – Cleared

NiSUS Technologies Corporation

This is a Full-time position in Annapolis, MD posted June 8, 2021.

We are looking for a cleared help desk ticket manager at either the junior or associate level.

The duties for this position are as follows
Monitor, track, and assign tickets Verify tickets for correct routing and research and reroute incorrectly routed tickets Update ticket status and provide work documentation on tickets Prioritize and assign daily work/tasks based on Quality of Service, remaining time, priority tasking, and first-in, first-out.

Perform preliminary categorization of problems Assign tickets to appropriate queues.

Notify site technicians of any priority or 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.

Please be aware that this position is for a midnight shift and will require work on Saturdays.
Requirements
An existing Top Secret clearance with a poly is required
Five (5) years of experience as an SA in programs and contracts of similar scope, type, and complexity are required.

Bachelor’s degree in a technical discipline from an accredited college or university is required.
Five (5) years of additional SA experience may be substituted for a Bachelor’s degree.

Must have 2 years 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.

Desired Skills
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.

Benefits
Health & Life Insurance Dental Insurance Disability Insurance 401K Retirement Plan with Matching Tuition Assistance Vacation and Sick Leave Hiring Bonuses Referral Recruitment Program

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