Specifications include, but are not limited to: CALL CENTER SERVICES: SUPPORT TECHNICIAN3.2.1: COVERAGEThe following hours of coverage are required for the Call Center: Support Technician staffing:•5:00 pm - 8:00 am, Monday through Thursday•5:00 pm Friday - 8:00 am Monday•MOA Holidays 24 hours•All times are Alaska Standard Time; Authenticate through MOA Active Directory (AD)•Record all customer contact information in current MOA ITSM (ServiceDesk Plus)•Evaluate (triage) incidents or service requests, determine appropriate response, and escalate toappropriate MOA ITD team.•Communicate operational status with personnel on other shifts with special emphasis on exceptionalconditions and program or system changes•Current MOA escalation rules will apply (Escalate to Tier 1 or SME within 30 minutes of intake.).
