Queue Coordinator, Level 1

Gladiatoremergence; Fort Meade (MD); Híbrido; USD 48.000 - 88.000; Jornada completa

Descripción de la vacante

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

Formación

• 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.

Responsabilidades

• 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

Conocimientos

Customer service

Help desk

NOC

Herramientas

Linux

Windows

Descripción del empleo

GJB-0105 Fort Meade, MD TS/SCI + Full Scope Poly On-site $47,936 – $87,936

The Level 1 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
• Coordinate tasking of support resources to ensure SLA targets are met
• Provide status of tickets/events as part of shift turnover to incoming resource

Qualifications

Two (2) to 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

Clearance

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