Field Support Scheduler for Enterprise Video Conferencing

Edgewater Federal Solutions; Juan Tabo Hills (NM); On-site; USD 48,000 - 64,000; Full time

Job summary

Edgewater Federal Solutions is seeking a Field Support Scheduling Coordinator in Albuquerque to oversee service requests, manage technician schedules, and ensure timely customer support for complex video collaboration systems. The role requires strong problem-solving, attention to detail, and experience with ticketing tools (ServiceNow) to create, dispatch, and track issues while coordinating with field technicians and internal teams.

An active DOE security clearance and U.S.

Qualifications

• HS Diploma and a minimum 2 years, or more, of directly related experience that demonstrates the knowledge, skills, and ability to perform the duties.
• Knowledge of common office application software required.
• Experience with Personal Computers & office applications (Microsoft Office) is required.

Responsibilities

• Answer and manage inbound customer calls and emails, ensuring timely responses and issue resolution.
• Handle urgent "hot calls", dispatching technicians immediately to address critical conference room issues.
• Educate customers over the phone on how to operate conference room equipment when applicable.
• Create and manage service tickets in ServiceNow, including manually inputting tickets when necessary.
• Process and dispatch tickets, fine-tuning requests and ensuring accurate assignment to field technicians using a round-robin system.
• Monitor service queues, tracking new incoming tickets and prioritizing urgent requests.
• Verify and correct ticket data, working directly with customers to gather the correct details for service requests.
• Monitor customer communication channels, including team email and phone lines, to ensure swift response times.
• Troubleshoot and resolve simple technical issues remotely, assisting customers over the phone when possible before dispatching a technician.
• Collaborate with field technicians and other departments to ensure efficient service operations.

Skills

Customer service

Office software

Technical environment

Education

High School Diploma

Job description

Edgewater Federal Solutions is seeking a Field Support Scheduling Coordinator in Albuquerque to oversee service requests, manage technician schedules, and ensure timely customer support for complex video collaboration systems. The role requires strong problem-solving, attention to detail, and experience with ticketing tools (ServiceNow) to create, dispatch, and track issues while coordinating with field technicians and internal teams.

An active DOE security clearance and U.S.