CACI International Ticket Management Specialist in Annapolis Junction, Maryland
As the Ticket Management Specialist, you will prioritize the work of others based on established directions and guidelines. You will manage the assignment of daily work/tasks based on Quality of Service, remaining SLA times, priority tasking, and first-in, first-out.
Your daily responsibilities may include:
Prioritize and perform preliminary categorization of problems
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
Management the assignment of tickets to appropriate queues, adhering to established Service Level Agreements.
Using your knowledge of systems administration and various operating systems, etc., you will notify site technicians of any priority or mission-critical problems and route requests 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 to higher level management when required and/or necessary.
You’ll Bring These Qualifications:
Bachelors Degree and 5+ years of related experience
Strong knowledge of windows systems administration operations and various operating systems
Experience working with IT Service Management (ITSM) systems
Knowledge of ITIL operations
These Qualifications Would be Nice to Have:
Security + Certification
SupportIT database/application is highly desirable.
WINTEL and/or UNIX operating systems knowledge
What We Can Offer You:
We’ve been named a Best Place to Work by the Washington Post.
Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.
We offer competitive benefits and learning and development opportunities.
We are mission-oriented and ever vigilant in aligning our solutions with the nation’s highest priorities.
For over 55 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.
CACI employs a diverse range of talent to create an environment that fuels innovation and fosters continuous improvement and success. At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is proud to provide dynamic careers for employees worldwide. CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.