ARC Assistant Lead

Information Technology Fort Huachuca, Arizona Job ID: 2017-158


Description

STG, Inc. has an immediate opportunity as an ARC Assistant Lead located in Ft. Huachuca, AZ! This position will support Action Request Center team, which provides cutting edge services focused on RCC-C.

 

Job Description:

  • Act as first line of support for the ARC Shift Lead. The ARC Assistant Lead also fills in as an ARC Analyst and/or ARC Shift Lead as needed.
  • Monitor the workload of the ARC and ensure the ARC is operating as efficiently as possible, assigning specific personnel to specific tasks as necessary.
  • Work directly with the ARC Lead and the Technical Team Leads.
  • Create and update the ARC’s documentation, audits tickets, works directly with the Technical Team leads to streamline processes, trains ARC staff, attends key meeting to see how the ARC may be affected, and fills in as ARC Lead as needed.
  • Create Incidents / Tickets; translating user requests into logical format for use by analysts in troubleshooting.
  • Resolve Incidents in accordance with documented procedures.
  • Escalate Incidents in accordance with documented procedures.
  • Perform quality assurance with customer / end users.
  • Work with Service Desk Shift Leads to ensure all shift responsibilities are completed.
  • Ensure a clean and safe working environment for current/next shift employees.
  • Provide reporting as needed

 

Applicants must be able to work Day (0600 – 1430), Swing (1400 – 2230), and Midnight (2200 – 0630) shifts if required. Applicants must also be able to work weekends and holidays, as required. Schedule is subject to change in order to fulfill the needs of the mission.

 

 

Minimum Qualifications:

  • HS +3 or AA/AS +1 or BA/BS years of experience in Customer Service/ IT/ Help Desk experience - Must be able to work in a dynamitic environment with consistent changes
  • Keyboarding skills of at least 40 WPM
  • 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 various shifts such as, Day (0600 – 1430), Swing (1400 – 2230), and Midnight (2200 – 0630) but not limited to
  • 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

 

Clearance:

  • Must be US Citizen eligible for DOD interim Secret clearance