Company Overview |
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5-190423-8878: Action Request Center Assistant Lead |
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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
• 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
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MINIMUM REQUIREMENTS | |||||||
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ADDITIONAL INFORMATION | |||||||
PREFERRED QUALIFICATIONS
WORK ENVIRONMENT
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