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Ticket Management Specialist - Junior
CACI International, Inc. | Annapolis Junction, Maryland
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Job Description

Ticket Management Specialist - Junior

Req #: 208591

Location: Annapolis Junction, MD US

Job Category: Information Technology

Security Clearance: TS/SCI with Polygraph

Clearance Status: Must Be Current

Job Description

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:

* High School Diploma and 5+ years of related experience or a Bachelors Degree in a technical discipline
* Knowledge of windows systems administration operations and various operating systems
* Experience working with IT Service Management (ITSM) systems

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.

Job Location

US-Annapolis Junction-MD-BALTIMORE

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.

About CACI International, Inc.

CACI International Inc (CACI), along with its wholly owned subsidiaries and joint ventures, is an international information systems, high technology services, and professional services company. The Company delivers professional services and information technology solutions, to its clients, primarily the United States government. Other customers include agencies of foreign governments, state and local governments, and commercial enterprises. The Company is engaged in simulation technology. On October 31, 2007, it completed the acquisition of Athena Innovative Solutions, Inc. (AIS). On November 1, 2007, it acquired Dragon Development Corporation (DDC). On February 1, 2008, it acquired Invocom Limited, which designed and delivered network, operations, and business support systems to telecommunication service providers. On June 1, 2008, it acquired Softsmart Limited, which sold software to local government education authorities for the management of pre-schools and nursery schools. (Source: 10-K)

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