On-Site Tier 2 Ticket Coordinator — SLA & Enterprise Support

Gladiatoremergence; Fort Meade (MD); Hybrid; USD 51,000 - 91,000; Full time

Job summary

Gladiatoremergence Fort Meade, MD is looking for a Level 2 Ticket Coordinator to manage on-site IT service desk tasks, monitor ticket queues, route tickets correctly, and prioritize work based on location and required skill.

The role requires seven years in customer service or NOC, two years in a large enterprise, Linux/Windows administration, and ITIL foundations. A TS/SCI + Full Scope Poly clearance is required at start.

Qualifications

• 7 years of experience in customer service, help desk, or NOC environment.
• 2 years supporting a large Enterprise environment.
• ITIL v3 Foundations certification preferred.

Responsibilities

• Monitor 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 including 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 resources with teams across disciplines to ensure SLA targets are met

Skills

Customer service

Help desk

Network operations

Ticket coordination

SLA targets

Education

ITIL v3 Foundations certification

Tools

Linux

Windows administration

Job description

Gladiatoremergence Fort Meade, MD is looking for a Level 2 Ticket Coordinator to manage on-site IT service desk tasks, monitor ticket queues, route tickets correctly, and prioritize work based on location and required skill.

The role requires seven years in customer service or NOC, two years in a large enterprise, Linux/Windows administration, and ITIL foundations. A TS/SCI + Full Scope Poly clearance is required at start.