Queue Coordinator, Level 0

Gladiatoremergence; Fort Meade (MD); Hybrid; USD 42,000 - 78,000; Full time

Job summary

Gladiatoremergence seeks a Level 0 Queue Coordinator to manage queues, assign and prioritize tickets, and coordinate on-site visits at Fort Meade, MD, ensuring timely resolution and accurate ticket documentation.

Qualifications include 1 year in help desk or NOC environments and familiarity with Linux or Windows administration; ITIL Foundations certification is desired.

Qualifications

• 1 year experience in customer service, help desk, or NOC environment.
• Experience with Linux or Windows administration desirable.
• 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

Skills

Ticket monitoring

Ticket routing

Prioritization

On-site coordination

Ticket documentation

Education

ITIL v3 Foundations certification

Tools

Linux

Windows administration

Job description

GJB-0104 Fort Meade, MD TS/SCI + Full Scope Poly On-site $41,837 – $77,837

The Level 0 Queue Coordinator shall possess the following capabilities to perform the following routine tasks:

• 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

Qualifications

One (1) year experience in customer service, help desk, or network operations center environment Experience with Linux or Windows administration desired ITIL v3 Foundations certification desired

Clearance

TS/SCI + Full Scope Poly, required at start.