The "other uniformed" staff you saw behind the counter are AirServ contract employees. The only thing they do is work the self-service check-in and tag checked bags.

"Quick Hits", as I understand it, is supposed to handle a variety of questions that don't require much time. Ticketing issues, for example, will NOT be done there. Requests for gate passes will be directed there.

The fact that the lines weren't being properly managed for maximum efficiency is an annoyance (to say the least).