On-Site Ticket Coordinator - TS/SCI Clearance

Gladiatoremergence; Fort Meade (MD); Hybrid; USD 48,000 - 88,000; Full time

Job summary

Gladiatoremergence is seeking a Level 1 Ticket Coordinator at Fort Meade, MD. The role focuses on monitoring queues, routing, prioritizing tickets, and coordinating on-site resources to meet SLAs and ensure timely ticket resolution.

Qualified candidates have four years in help desk or NOC, with Linux or Windows administration experience and a TS/SCI + Full Scope Poly clearance. On-site work is required at Fort Meade, Maryland.

Qualifications

• Four (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 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

Skills

Ticket monitoring

Ticket routing

Ticket prioritization

On-site coordination

Ticket resolution coordination

Ticket status management

Resolution documentation

SLA management

Shift handover updates

Tools

Linux

Windows administration

Job description

Gladiatoremergence is seeking a Level 1 Ticket Coordinator at Fort Meade, MD. The role focuses on monitoring queues, routing, prioritizing tickets, and coordinating on-site resources to meet SLAs and ensure timely ticket resolution.

Qualified candidates have four years in help desk or NOC, with Linux or Windows administration experience and a TS/SCI + Full Scope Poly clearance. On-site work is required at Fort Meade, Maryland.