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Action Request Center Assistant Lead

Company Overview

For 30 years, clients in the private and public sectors have relied upon SOS International LLC (SOSi) for critical operations in the world’s most challenging environments. SOSi is privately held, was founded by its current ownership in 1989, maintains corporate headquarters in Reston, VA, and specializes in providing logistics, construction, training, intelligence, and information technology solutions to the defense, diplomatic, intelligence and law enforcement communities.

All interested individuals will receive consideration and will not be discriminated against on the basis of race, color, religion, sex, national origin, disability, age, sexual orientation, gender identity, genetic information, or protected veteran status. SOSi takes affirmative action in support of its policy to advance diversity and inclusion of individuals who are minorities, women, protected veterans, and individuals with disabilities.


5-190423-8878: Action Request Center Assistant Lead
LocationU.S. - Arizona - Fort Huachuca
Open Date4/23/2019
  
JOB DESCRIPTION

STG, a wholly owned subsidiary of SOS International LLC (SOSi), is seeking an Action Request Center (ARC) Assistant Lead (AAL) to support the Regional Cyber Center - CONUS in Fort Huachuca, Arizona. The ideal candidate will possess experience in inside sales, customer service, training and/or auditing with some supervisory or shift lead experience.


ESSENTIAL JOB DUTIES
    • Audit both tickets and performance of team members
    • Deliver training to team members, ensuring consistency and quality of work through coaching and service desk best practices
    • Resolve conflicts among the team and escalate when necessary
    • Provide reporting as needed
    • Conduct shift change briefings
    • Disseminate information from leadership to team members
    • Create, modify and escalate Incidents/Tickets, translating user requests into logical format for use by analysts in troubleshooting
    • Resolve Incidents in accordance with documented procedures
    • Perform Quality Assurance follow-up with customers/end users
    • Work with service desk shift leads to ensure all shift responsibilities are completed
    • Ensure adherence to team, organizational and company policies and procedures
    • Assist with team building and mentoring of employees
    • Assume responsibilities of assistant team lead when necessary
    • Maintain a professional demeanor with military, civilian and contractor customer

MINIMUM REQUIREMENTS
  • Active interim secret clearance or higher
  • High School +3 years of inside sales or customer service experience, AA/AS or BA/BS
  • Must be able to work in a dynamic environment with constant changes
  • Versatile communication skills
  • Keyboarding skills of at least 40WPM
  • Experience in using Microsoft Word, Excel, and Outlook
  • Must be able to handle high volume phone calls throughout the day with optimal phone etiquette, while assisting other users via  Walk-ins and Emails
Applicants must be able to work all shifts to include Day (0555 – 1425), Swing (1355 – 2225), and Midnight (2155 – 0625) if required. Applicants must also be able to work weekends and holidays, as required.The schedule is subject to change in order to fulfill the needs of the mission
ADDITIONAL INFORMATION

PREFERRED QUALIFICATIONS

  • Inside sales, customer service, training and/or auditing, supervisory or shift lead experience preferred 
  • Knowledge of Information Technology System Management (ITSM) application
  • Call Center experience

WORK ENVIRONMENT

  • Work environment is normal office setting

  
Company Name:
Security Clearance:
Secret
Location:
Fort Huachuca, Arizona
Country:
United States
Salary:
Not Specified
Job Number:




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