RCG is a growing federal contracting company and Certified as a Great Place to Work. We are looking for strongly qualified people to help support our clients. We are currently seeking a to support a current role with our customer located in Washington, DC near Farragut West metro station.

Please note: Due to the secure nature of this government agency, all candidates must be U.S. citizens and be eligible for a Public Trust clearance.

The successful candidate will receive a contingent offer based on the outcome of a government background check. This may take several weeks, and the candidate cannot begin actual employment until the background check is successfully completed.

RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:

• Responsible for managing and monitoring ticket queue using ServiceNow and Microsoft Office products.
• Produce, analyze, and report current ticket status and historical trends for all assignment groups to all levels of management within the organization.
• Provides daily, weekly, monthly and quarterly reports.
• Routinely reviews the ticket queue to identify events and trends in relation to incoming tickets and notifies the appropriate team of possible actions required.
• Works with managers and leadership, identifying areas needing attention and provides recommended corrective actions.
• Provides reporting and analytics of incoming call data using Avaya CSM.

BASIC QUALIFICATIONS - REQUIRED EXPERIENCE, SKILLS:

• 4 to 6 years of experience in the field or in a related area
• Existing Public Trust, or the ability to obtain one
• ServiceNow reporting action
• Microsoft Office (with emphasis on Excel)
• Avaya Call Center
• Excellent communication skills in the English language - both verbal and written.

Physical Demands: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

RCG, Inc. does not discriminate against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibits discrimination against all individuals based on their race, color, religion, sex, sexual orientation/gender identity, or national origin.