Role Description Premier Enterprise Solutions is seeking a Help Desk Escalation Coordinator (HDEC). This position is responsible for the proactive management, monitoring, and governance of all service desk tickets across Tier 1 and Tier 2 operations. The HDEC ensures that all tickets are processed in accordance with established Service Level Agreements (SLAs), specifically requiring resolution within fourteen (14) days or formal escalation to Tier 3 support. This role provides end-to-end visibility into ticket status, enforces accountability across support tiers, and ensures that all tickets are tracked through final resolution, including those escalated beyond Tier 2. The HDEC serves as a central coordination point between technical teams and stakeholders and delivers status reporting to executive leadership. Key Responsibilities - Ticket Lifecycle Management - Monitor the entire service desk ticket queue (Tier 1 and Tier 2) on a daily basis - Ensure all tickets are: - Actively assigned and worked - Properly categorized and documented - Updated in accordance with service desk standards - Identify and address: - Aging tickets - Tickets lacking progress updates - Misrouted or improperly handled tickets - SLA Compliance & Escalation Management - Enforce SLA compliance requiring ticket resolution within 14 days - Identify tickets approaching SLA thresholds and take proactive action - Monitor tickets escalated to Tier 3 - Ensure all escalated tickets are formally documented and transitioned appropriately - Continue to track and monitor all escalated tickets through final resolution - End-to-End Ticket Tracking - Maintain visibility and accountability for all tickets from initiation through closure - Track all ticket statuses, including: - Open - In Progress - Pending - Escalated (Tier 3) - Resolved / Closed - Conduct regular coordination with Tier 1, Tier 2, and Tier 3 teams to ensure progress - Dashboard Management - Develop and maintain a centralized ticket management dashboard - Ensure dashboard is updated regularly and reflects real-time or near real-time status - Track and report on key metrics, including: - Total open tickets - Aging tickets - SLA compliance status - Escalated tickets - Backlog trends - Executive Reporting - Provide monthly reports to the Chief Information Officer (CIO) and other leadership - Reports shall include: - Ticket volume and trend analysis - SLA compliance rates - Aging and backlog analysis - Escalation metrics and outcomes - Identified risks and operational challenges - Provide recommendations for service desk performance improvement - Stakeholder Coordination - Establish and maintain relationships with key stakeholders across the organization - Serve as a point of contact for ticket status inquiries and updates - Proactively communicate: - Ticket progress and expected timelines - Delays and risks - Resolution updates - Coordinate with business units and technical teams to ensure transparency and alignment - Continuous Service Improvement - Identify systemic issues affecting ticket resolution performance - Recommend improvements to: - Ticket handling processes - SLA policies and enforcement - Workflow efficiency - Support initiatives to improve service desk operations and customer satisfaction Qualifications - Bachelor's degree in information technology, Business Administration, or related field (or equivalent experience) - 3–5 years of experience in IT service desk operations or service management - Experience working in Tier 1 / Tier 2 / Tier 3 support environments - Strong understanding of IT service management (ITSM) processes (e.g., ITIL framework) - Experience with ticketing systems (e.g., ServiceNow, Remedy, Jira, or equivalent) - Strong analytical, organizational, and problem-solving skills - Excellent written and verbal communication skills - Ability to manage multiple priorities in a fast-paced environment Preferred Qualifications - ITIL Foundation certification or higher - Experience supporting federal or government IT environments - Experience developing dashboards and reporting metrics using tools such as Power BI or Excel Benefits - Comprehensive and competitive benefits package - Paid vacation, sick leave, and holidays - Health insurance and life insurance - Military leave - Training opportunities - Short- and long-term disability - 401(k) retirement plan with company matches/immediate vesting - And more

Role Description We are currently seeking a Sr Helpdesk Agent - Remote to join our team in Oklahoma City, Oklahoma (US-OK), United States (US). **Must Live in Continental United States** - Diagnoses and troubleshoots Level 1 problems encountered with personal computer hardware, software and peripherals. - Answers the help desk line and responds to users’ requests regarding computer systems. - Acknowledges receipt of all user requests within defined service levels. - Initiates service orders (tickets) for all user requests, assisting users as necessary to provide appropriate information. - Maintains user information and documentation. - End user support-Service Now-Ticket Creation - End user support-Application Support-ITSM-Incident, Request and Change Qualifications - 1+ years of experience in a technical (Level 1) support role Requirements - Call center experience - IT Proficiency - Experience with end user support - Knowledge of Windows operating system - Experience with network connectivity troubleshooting, Internet explorer, TCP/IP, DHCP, Device Manager, Registry editor, User Manager, Admin Commands - History of excellent attendance and customer service skills Benefits - Starting pay range for this remote role is $18 - $19/hour. - Medical, dental, and vision insurance with an employer contribution. - Flexible spending or health savings account. - Life and AD&D insurance. - Short- and long-term disability coverage. - Paid time off. - Employee assistance program. - Participation in a 401k program with company match. - Additional voluntary or legally required benefits.

Role Description We are currently seeking a Sr Helpdesk Agent - Remote to join our team in Aiken, South Carolina (US-SC), United States (US). This remote role is for an overnight shift working between the hours of 6pm – 6am CT. - Diagnoses and troubleshoots Level 1 problems encountered with personal computer hardware, software and peripherals. - Answers the help desk line and responds to users’ requests regarding computer systems. - Acknowledges receipt of all user requests within defined service levels. - Initiates service orders (tickets) for all user requests, assisting users as necessary to provide appropriate information. - Maintains user information and documentation. - End user support-Service Now-Ticket Creation - End user support-Application Support-ITSM-Incident, Request and Change Qualifications - 1+ years of experience in a technical (Level 1) support role Requirements - Call center experience - IT Proficiency - Experience with end user support - Knowledge of Windows operating system - Experience with network connectivity troubleshooting, Internet explorer, TCP/IP, DHCP, Device Manager, Registry editor, User Manager, Admin Commands - History of excellent attendance and customer service skills Remote Working and Technology Requirements - To work remote, individuals must meet all the established Remote requirements including those pertaining to a home workspace and related technology. - NTT DATA will provide a computer and headset for remote work. - Employees are responsible for the care and security of all equipment provided. - Individuals must provide their own high speed internet access with speeds at or above 50 Mbps. - A hard-wired ethernet connection is required. Wi-Fi, mobile, wireless and public internet connections are forbidden. Technical Performance and Issue Tracking - Management monitors all technical issues and agent downtime. Consistent availability is critical to business operations. - Remote employees must adhere to all technical support procedures and protocols. - Chronic connectivity issues or recurring downtime that impede job performance may result in the remote status changing to onsite. Remote Workspace - Employees must have a dedicated, professional workspace conducive to servicing customers. - The workspace must be a permanent, unencumbered location used daily for work. - Employees must work with minimal distractions that do not interfere with business operations or service delivery. - Employees must work from the same location consistently unless prior approval is obtained. Compensation and Benefits - The starting pay range for this remote role is $18 - $19/hour. - This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution. - Flexible spending or health savings account, life and AD&D insurance, short- and long-term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally required benefits.

Role Description We are currently seeking a Helpdesk Agent - US Remote to join our team in Montgomery, Alabama (US-AL), United States. Must Live in Continental United States This remote role is for an overnight shift working between the hours of 6pm – 6am CT. Role Responsibilities: - Diagnoses and troubleshoots Level 1 problems encountered with personal computer hardware, software and peripherals. - Answers the help desk line and responds to users’ requests regarding computer systems. - Acknowledges receipt of all user requests within defined service levels. - Initiates service orders (tickets) for all user requests, assisting users as necessary to provide appropriate information. - Maintains user information and documentation. - End user support-Service Now-Ticket Creation - End user support-Application Support-ITSM-Incident, Request and Change Qualifications - 1+ year in a customer service role Requirements - Call center experience - IT Proficiency - Experience with end user support - Knowledge of Windows operating system - Experience with network connectivity troubleshooting, Internet explorer, TCP/IP, DHCP, Device Manager, Registry editor, User Manager, Admin Commands - History of excellent attendance and customer service skills Remote Working and Technology Requirements - To work remote, individuals must meet all the established Remote requirements including those pertaining to a home workspace and related technology. - NTT DATA will provide a computer and headset for remote work. - Employees are responsible for the care and security of all equipment provided. - Individuals must provide their own high speed internet access with speeds at or above 50 Mbps. - A hard-wired ethernet connection is required. Wi-Fi, mobile, wireless and public internet connections are forbidden. - Management monitors all technical issues and agent downtime. Consistent availability is critical to business operations. - Chronic connectivity issues or recurring downtime that impede job performance may result in the remote status changing to onsite. Remote Workspace - Employees must have a dedicated, professional workspace conducive to servicing Customer Service customers. - The workspace must be a permanent, unencumbered location used daily for work. - Employees must work with minimal distractions that do not interfere with business operations or service delivery. - Employees must work from the same location consistently unless prior approval is obtained. - If a change in work location is necessary, the new location must meet all Remote Workspace and Technology Requirements. Compensation The starting pay range for this remote role is $16.50 - $17.50/hour. Actual compensation will depend on a number of factors, including the candidate’s actual work location, relevant experience, technical skills, and other qualifications. Benefits - Medical, dental, and vision insurance with an employer contribution - Flexible spending or health savings account - Life and AD&D insurance - Short- and long-term disability coverage - Paid time off - Employee assistance - Participation in a 401k program with company match - Additional voluntary or legally required benefits