Service Desk Coordinator with Polygraph

US-VA-Fairfax
Job ID
2017-2595
# of Openings
1
Category
Information Technology Services

Overview

Founded in 1987, IMG has been a leading small business that exemplifies competence, integrity and follow-through by consistently providing customer focused professional services derived from our knowledge of the customer, understanding of the requirements, development of our approach, proposal of our solution, delivery of our offerings, and the effective management of our services to ensure that our company is recognized for our relentless pursuit of improvement and for continually exceeding expectations.

 

IMG – provides information technology (IT), information assurance (IA), and visual communication services to government and commercial customers worldwide - is seeking a full-time Service Desk Coordinator (Queue Coordinator) with Polygraph at its Fairfax, VA location.

Responsibilities

  • Responsible for coordinating the execution of activities assigned to individual technicians on the IT Hardware Break/Fix Support Team.
  • These responsibilities would include, but are not limited to: monitoring/managing the SLA queue.
  • managing the distribution and collection of support request tickets,
  • managing equipment inventory, managing parts ingress and egress,
  • managing excessing, maintaining data integrity, and supporting any technical tasks as required.
  • Monitoring the queues and assigning tickets; Verify correct routing of tickets and reroute incorrectly routed ticket;
  • Assign and prioritize tickets to support resources based on location and required skillset.
  • Notify on-site resources of critical or high priority tickets;
  • Coordinate ticket resolution activities with end-users to include scheduling of on-site visit and follow-up;
  • Maintain proper ticket status for all tickets within defined queues;
  • Document resolution activities in tickets including tasks such as end-user communications, interactions with end-user, and ticket closure;
  • Coordinate tasking of support resources to ensure SLA targets are met; Provide status of tickets/events as part of shift turnover to incoming resource.

Qualifications

Clearance Required: TS/SCI Full Scope Polygraph

 

Experience Required:  Two (2) to four (4) years experience in customer service, help desk, or network operations center environment. Experience with Linux or Windows administration desired. ITIL v3 Foundations certification desired.

 

Certifications Desired: ITIL v3 Foundations certification

 

IMG COMPANY BENEFITS

 

Health, dental, vision, and life insurance

401(k) with company match

20 days of personal leave plus paid holidays

Certification Reimbursement

 

Information Management Group is an EOE. All qualified applicants will receive consideration for employment without regard to Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation/National Origin

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