IT Operations Technical Call Center Support with Security Clearance

IT Operations Technical Call Center Support Start: Immediate
Type: W2 Contract
Duration: Multi Year Location: Memphis, Tennessee (On site)
Active Secret Clearance required Description: Required Skills: Must have a Security+ qualification, no exceptions
Preferred Skills: Navy or HR IT system experience preferred, contact center/customer center experience preferred
Day-to-day Responsibilities: The service desk tickets average 5,000 to 6,000 monthly. Tickets are created from phone calls, emails, fax requests, or in person. The EOC operates 24/7 in five 8-hour or four 10-hour shifts for 40 hour work weeks. Shifts could be day, evenings, or nights but are coordinated with the site manager.
The IT System Support services include:
Log all user problems, change, and configuration calls via the current trouble ticket software and disseminate to the respective functional area (Networking, Development, Engineering, etc.) for resolution.
Resolve user issues over the telephone that would not need a system, data, or network administrator to utilize privileged access permissions to solve.
Coordinate with other agencies across DoD to resolve system problems.
Track and/or follow-up unresolved problems.
Maintain a Knowledge Database of solutions to problems in the current service desk software and on shared knowledge portals.
Issue electronic survey once trouble ticket is closed.
Maintain Key Performance Parameters (KPPs)."
Expected Deliverables: No contractual deliverables, just day to day operate functions
Education: Bachelor's degree required, but can this be waived for the right candidate