On-Site IT Help Desk Queue Coordinator (Tier 1)

Gladiatoremergence

Fort Meade (MD)

Ibrido

USD 48.000 - 88.000

Tempo pieno

18 ore fa

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Descrizione del lavoro

Gladiatoremergence seeks a Level 1 Queue Coordinator for an on-site role at Fort Meade, MD. You will monitor queues, assign and prioritize tickets, verify correct routing, and coordinate resolution with end-users, including scheduling on-site visits and follow-up.

This position requires TS/SCI with Full Scope Poly and operates in a fast-paced IT environment. Requirements: 2–4 years in customer service, help desk, or NOC; Linux or Windows administration experience; ITIL v3 Foundations

Competenze

2–4 years in customer service, help desk, or network operations center.
Linux or Windows administration experience is desirable.
ITIL v3 Foundations certification is desirable.

Mansioni

Monitoring the queues and assigning tickets
Verify correct routing of tickets and reroute incorrectly routed ticket
Assign and prioritize tickets to support resources based on location and required skillset
Notify on-site resources of critical or high priority tickets
Coordinate ticket resolution activities with end-users to include scheduling of on-site visit and follow-up
Maintain proper ticket status for all tickets within defined queues
Document resolution activities in tickets including tasks such as end-user communications, interactions with end-user, and ticket closure
Coordinate tasking of support resources to ensure SLA targets are met
Provide status of tickets/events as part of shift turnover to incoming resource