Mission-Critical IT Support & Ticket Coordinator

Independent Software, Inc.; Annapolis (MD); Vor Ort; USD 50.000 - 65.000; Vollzeit

Benefits dieser Stelle

Competitive pay

Generous benefits

Career development

Work-life balance

Zusammenfassung

Independent Software, Inc. is seeking a Queue Coordinator, Level 1, to support a mission-critical operations environment by managing ticket queues, coordinating workflow, and ensuring service requests are properly routed, prioritized, and resolved within SLAs.

You will be the central point of contact for customers and technical teams, validate tickets, monitor queues, escalate when needed, and collaborate with IT staff.

Qualifikationen

• Experience in IT service management or help desk environments.
• Ability to prioritize workload in a fast-paced setting.
• Proven documentation accuracy and ticket routing skills.
• Strong communication with customers, technicians, and management.
• Experience with ticketing systems required.
• Flexibility for holiday coverage as needed.

Aufgaben

• Serve as central point for ticket routing and support via phone, chat, and email.
• Validate incoming tickets for completeness and accuracy.
• Monitor queues and SLAs, prioritize tickets by urgency and impact.
• Track work and follow up to prevent SLA breaches.
• Escalate complex tickets using established escalation procedures.
• Collaborate with technical teams to improve ticket quality and workflow.
• Maintain clear ticket documentation and status.
• Support mission-essential environment, including holiday coverage.

Kenntnisse

Interpersonal & communication skills

IT operations support

Ticketing / ITSM systems

Prioritize multiple requests

Attention to detail

Effective communication with customers

Independent tracking of assignments

MS Office proficiency

Ausbildung

HS Diploma or GED + 10y experience

Bachelor's degree + 5y experience

Jobbeschreibung

Independent Software, Inc. is seeking a Queue Coordinator, Level 1, to support a mission-critical operations environment by managing ticket queues, coordinating workflow, and ensuring service requests are properly routed, prioritized, and resolved within SLAs.

You will be the central point of contact for customers and technical teams, validate tickets, monitor queues, escalate when needed, and collaborate with IT staff.