Ticket Triage

Ticket Triage Support Jobs

3 jobs found

Today

Help Desktop Support, Contact Center for Training Materials

The Consortium, Inc. Washington, DC 🇺🇸 Remote

Washington, DC

Today

Full time Collaboration Computer Skills End User Support

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Job Description

Support volunteers and coordinate training resources by delivering help desk and project coordination across systems and learning materials.

Responsibilities

Provide project coordination and help desk support to volunteers on operating systems.
Triaging support tickets and routing them to the appropriate program groups.
Review and process tax site data requests, along with system support tickets.
Maintain assigned Tax-Aide Library sections in the Volunteer Portal to ensure content is organized and current.
Partner with the Tax-Aide Operations team to support business needs and identify opportunities to improve efficiencies.
Participate actively and consistently in Tax-Aide Operations Team meetings, National Operations Committee-associated meetings, and Tax-Aide All team meetings.
Coordinate, in collaboration with Tax-Aide team members, volunteers, and vendors, the review, development, and enhancement of e-learning courses.

Requirements

Bachelor’s Degree preferred.
At least 2 years of proven work experience supporting the help desk, contact center, and development of training materials.
Demonstrate accountability to internal and external stakeholders and responsibility for outcomes delivered.
Show willingness to take ownership, coordinate multiple projects at once, and produce professional work on deadline.
Proficient with Microsoft Office.
Some knowledge of Smartsheet, Salesforce Ticketing system, and JIRA.
Work location flexibility: fully remote or onsite in the Washington, DC office if preferred.

Technologies

Microsoft Office
Smartsheet
Salesforce Ticketing system
JIRA

Location: Washington, DC (remote)
Experience: 2+ years

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28d ago

Technical Support Triage Agent

CASH DEPOT LTD Green Bay, WI

Green Bay, WI

28d ago

Full time Computer Skills Customer Support Phone Support

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Job Description

CASH DEPOT LTD is hiring an onsite Technical Support Triage Agent in Green Bay, WI to help keep critical equipment running with minimal downtime. In this role, you serve as the escalation point for high-priority and repeat issues, working closely with field technicians and service customers to assess, prioritize, troubleshoot, and route each request to the right next step.

This full-time position supports a department staffed 364 days a year with hours from 7:00 am to 8:00 pm Monday through Friday and 8:00 am to 4:00 pm Saturday, Sunday, and Holidays. Standard hours are typically Monday through Friday, 8:00 am to 5:00 pm, with occasional overtime based on business needs.

What You’ll Do

Act as the escalation point for high priority and repeat service issues from Technician Support and service customers, sharing solutions through phone, email, or other Technician Support personnel in direct contact with field technicians.
Collect and verify request details, including site location, equipment type, error codes, and problem description.
Evaluate severity and urgency and assign priority according to established guidelines and service level agreements (SLAs).
Perform deeper troubleshooting using available tools and by coordinating with Technician Support personnel, reviewing historical records and input from field technicians to identify next-step solutions.
Escalate issues that exceed severity, duration, or repeat-visit thresholds, or require more extensive analysis, to the Technical Support Team Lead and management; perform root cause analysis where able.
Create service work orders when onsite service is required or requested by customers.
Follow up on open requests to confirm resolution and keep customers informed on status.
Document customer and technician interactions so coworkers have current, relevant context related to work order status and site problems.
Identify and report service problem trends and recurring issues to management.
Update and maintain service requests to ensure accuracy and proper prioritization of work.
Attend training sessions as required and complete other related duties as assigned.

What You Bring

High school diploma or GED.
3+ years of experience troubleshooting mechanical and/or software issues and documenting work.
Customer service, call center, or help desk experience preferred.
Ability to communicate clearly in person and via phone or email.
Ability to assess and prioritize multiple issues quickly and stay calm under pressure.
Ability to learn and maintain technical competency for supported product lines.
Strong multitasking and organizational skills while fielding several issues at once.
Ticketing, work order, or CRM system experience preferred.
Experience supporting ATMs, self-service kiosks, or cash-handling equipment preferred.
Familiarity with SLA-driven support environments and remote diagnostic or monitoring tools preferred.
Working knowledge of Microsoft Office, including the ability to analyze service data in Excel (sorting, filtering, pivot tables).

Tools You’ll Use

Microsoft Office, Excel, ticketing, work order, and CRM systems.

Work Environment and Physical Requirements

Professional office environment.
Regularly required to talk and hear.
Frequently required to sit, stand, walk, stoop, use hands for finger work, handle or feel, and reach with hands and arms.
Frequent repetitive hand and wrist motion, including keyboarding.
Occasionally required to lift and/or move office materials and supplies, typically up to 25 pounds.
Vision abilities required: close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
Uses standard office equipment including computers, phones, copiers, and filing cabinets.

This job description is not intended to be an exhaustive list of all duties, responsibilities, or activities. Duties may change at any time to meet organizational needs.

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1mo ago

Service Desk Technician

Abacus Technology Lakeland, FL

Lakeland, FL

1mo ago Closed

Full time Active Directory End User Support Help Desk Support

This position is no longer accepting applications (closed Oct 23, 2026).

Job Description

Abacus Technology is hiring a full-time Service Desk Technician to deliver front-line Tier 1 support to OMAO end users at the NOAA Office of Marine and Aviation Operations (OMAO) in Lakeland, FL (onsite).

Responsibilities

Provide Tier 1 technical support to OMAO end users in person and via telephone, email, and remote-support channels, including white-glove support for VIP personnel.
Act as the first point of contact for technical questions, incidents, and service requests; perform initial diagnosis and basic troubleshooting and attempt first-call resolution.
Escalate unresolved or complex issues to Tier 2 or Tier 3 support while providing complete diagnostic details for handoff.
Log and manage incidents/service requests using the OMAO Incident Management System, including categorizing, prioritizing, tracking, escalating, resolving, reporting, and closing tickets.
Maintain accurate trouble documentation in the Trouble Ticket Log, including symptoms, initial diagnostic data, impacted configuration items and services, troubleshooting steps, user communications, and resolution outcomes.
Monitor escalated ticket status and maintain accountability through resolution or completion.
Confirm service requests are completed to the end user’s satisfaction and close tickets promptly after successful resolution.
Use approved Service Desk software, services, hardware, and peripherals as directed by the Government and help end users adopt tools as needed.
Process end-user account administration requests, including creation, modification, password reset, archival, and termination, in line with established policies and procedures.
Assign approved user accounts and access privileges based on security requirements; coordinate with MACC, OCIO, and other stakeholders when needed, including support for periodic account and permission reviews.
Receive and log Install, Move, Add, and Change (IMAC) requests; gather basic requirements, obtain approvals, coordinate fulfillment with end users and support teams, track status, and confirm completion.
Provide end users with approved application suites, NOAA-specific applications, and tools approved by the MACC Change Control Board, Contracting Officer’s Representative, or Technical Monitor.
Support Google Workspace services, including Gmail, Drive, Meet, Calendar, Chat, Google Docs, and Gemini; coordinate with NOAA Unified Messaging Service for required escalations.
Process OMAO requests for email accounts, service accounts, and distribution groups; troubleshoot common issues (email, calendar, account, routing, delivery) and escalate server-level or configuration issues.
Maintain records in the NOAA Identity, Credential, and Access Management Directory and route directory or mail-server issues and upgrade-related requests to appropriate higher-tier teams.
Provide front-line support for iPass remote access for traveling personnel; assist with Local Registration Authority tasks, alternative-token and server-certificate requests, and routine account/group maintenance.
Support OMAO SharePoint Server Tracker System usage by documenting and escalating workflow, database, and front-end issues; assist with testing approved updates as directed by the Government.
Deploy approved production system images, operating-system patches, security updates, and vendor-specific drivers to keep supported systems current, secure, and compatible with approved hardware.
Support FISMA continuous-monitoring activities using NOAA-standard tools, including ECMO, in accordance with established procedures.
Deploy, image, patch, configure, and perform basic troubleshooting and repair for OMAO-approved desktops, laptops, printers, mobile devices, smartphones, and other automatic data processing equipment; escalate complex hardware or software issues as required.

Requirements

2+ years experience providing service desk, help desk, desktop, or end-user support in an enterprise environment.
Bachelor’s degree in a related field desired.
Experience serving as a first point of contact, performing initial diagnosis and basic troubleshooting, resolving common issues across hardware, software, account, access, applications, and connectivity, and escalating complex items appropriately.
Experience using an incident-management or IT service-management system to manage tickets from intake through closure.
Working knowledge of Windows, Microsoft Office, Active Directory, and Google Workspace, including email and remote-access tools, plus endpoint hardware familiarity.
Experience installing, configuring, imaging, patching, and supporting desktops, laptops, mobile devices, printers, and peripherals.
Ability to document technical issues, troubleshooting steps, escalation details, and resolutions clearly and accurately.
Strong customer service, communication, organization, and problem-solving skills, including the ability to support senior leaders and interact professionally across organizational levels.
Preferred experience: NOAA/OMAO, federal IT support, Google Workspace, SharePoint, Citrix VDI, BigFix/ECMO, Bomgar, or the Atlassian suite.
Must be a US citizen.

Technologies

Windows; Microsoft Office; Active Directory
Google Workspace: Gmail, Drive, Meet, Calendar, Chat, Google Docs, Gemini
Email; remote-access tools; iPass
SharePoint Server Tracker System; SharePoint
FISMA; ECMO; Citrix VDI; BigFix; Bomgar
Atlassian suite; Incident Management System; Trouble Ticket Log
NOAA Identity, Credential, and Access Management Directory
IMAC; Local Registration Authority

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