Field Support Scheduler: Video Conferencing & Dispatch

Edgewater Federal Solutions, Inc.

Albuquerque (NM)

On-site

USD 45,000 - 60,000

Full time

14 days+

Application generator

A complete application in a minute — tailored resume and cover letter, ready to send.

Get past ATS filters

Job summary

Edgewater Federal Solutions, Inc. seeks a Field Support Scheduling Coordinator to oversee service requests and schedule field technicians for enterprise video collaboration systems. You will dispatch technicians, manage tickets in ServiceNow, and ensure timely response while prioritizing urgent issues.

The role requires customer-service focus, strong problem-solving, and the ability to work in both classified and unclassified environments. U.S.

Qualifications

HS Diploma and at least 2 years of directly related experience.
Active DOE Security Clearance required.
U.S. Citizenship required.

Responsibilities

Oversee incoming service requests, manage technician schedules, and ensure timely assistance.
Handle urgent hot calls, dispatching technicians immediately to address critical conference room issues.
Educate customers on operating conference room equipment when applicable.
Create and manage service tickets in ServiceNow, including manual ticket input when necessary.
Process and dispatch tickets using a round-robin system.
Monitor service queues and prioritize urgent requests.
Verify and correct ticket data with customers to gather accurate details.
Monitor customer communication channels to ensure swift responses.
Troubleshoot and resolve simple issues remotely before dispatching a technician.
Collaborate with field technicians and other departments to ensure efficient service operations.