24x7 Service Desk Coordinator — SLA & Ticket Triage

Synergy ECP; Maryland; On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Health benefits

401K Retirement plan

Paid time off

Job summary

Synergy ECP, headquartered in Columbia, MD, seeks a Ticket Coordinator to join a 24x7 Service Desk. You will monitor queues, prioritize work, and assign tickets to technical resources to meet SLAs and service objectives. Requirements include 2–4 years in customer service or help desk, Linux/Windows administration experience, and ITIL v3 Foundations.

TS/SCI with poly clearance is required for this role. The company offers comprehensive benefits, competitive compensation, paid time off, holidays,

Qualifications

• 2–4 years experience in customer service, help desk, or network operations center environment.
• Experience with Linux or Windows administration desired.
• ITIL v3 Foundations certification desired.

Responsibilities

• Monitoring dedicated queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.
• Monitoring dedicated queues to ensure SLAs are maintained.
• Assigning the tickets which are out of scope to Service Desk/Other Teams
• Ensuring associated tickets are related to the parent ticket and proper follow-up is performed once incident is resolved
• Ensuring proper assignment of tickets as well as facilitation of resource allocation based on workload

Skills

Customer service

Help desk

NOC

Linux

Windows administration

ITIL v3 Foundations

Job description

Synergy ECP, headquartered in Columbia, MD, seeks a Ticket Coordinator to join a 24x7 Service Desk. You will monitor queues, prioritize work, and assign tickets to technical resources to meet SLAs and service objectives. Requirements include 2–4 years in customer service or help desk, Linux/Windows administration experience, and ITIL v3 Foundations.

TS/SCI with poly clearance is required for this role. The company offers comprehensive benefits, competitive compensation, paid time off, holidays,