Queue Coordinator - Level 1 (Ticket Coordinator)

Stratum Networks; Maryland; On-site; USD 61,000 - 72,000; Full time

Job summary

A leading company in information assurance and cybersecurity is seeking a Level 1 Queue Coordinator in Annapolis Junction, MD. The role involves managing ticket queues, ensuring service levels are met, and requires an active TS/SCI with polygraph clearance. Excellent benefits are offered, including paid vacation and healthcare.

Benefits

Up to 3 weeks paid vacation

11 paid holidays

Immediate eligibility for healthcare

401(k) plan with employer match

Qualifications

• 2-4 years experience in customer service or help desk.
• Linux or Windows administration experience desired.

Responsibilities

• Monitor dedicated queues and assign tickets for troubleshooting.
• Ensure SLAs are maintained.
• Facilitate resource allocation based on workload.

Skills

Customer Service

Troubleshooting

Linux

Windows Administration

Education

ITIL v3 Foundations Certification

Job description

Stratum Networks is a rapidly growing information assurance and cybersecurity solutions company that provides high-end network and security consulting to Department of Defense and Intelligence Community clients. We are looking for a talented and passionate Level 1 Queue Coordinator to support one of our clients located in the Annapolis Junction, MD area.

CANDIDATES ARE REQUIRED TO HAVE AN ACTIVE TS/SCI WITH POLYGRAPH TO BE CONSIDERED FOR THE POSITION.

Job Description:
As part of a 24x7 Service Desk, perform activities related to managing dedicated ticket queues, including prioritization of work and assignment to technical resources for resolution of end user concerns, while ensuring service levels and objectives are met.

Responsibilities include:

1. Monitoring dedicated queues and assigning tickets to appropriate resources for troubleshooting and resolution.
2. Monitoring queues to ensure SLAs are maintained.
3. Assigning out-of-scope tickets to Service Desk/Other Teams.
4. Ensuring tickets are related to the parent ticket and proper follow-up is performed once incidents are resolved.
5. Properly assigning tickets and facilitating resource allocation based on workload.

Salary: $61k - $72k depending on experience and contract.
Excellent benefits, including up to 3 weeks paid vacation and 11 paid holidays. Immediate eligibility for healthcare (single and family). 401(k) plan with employer match.

Qualifications:
Two (2) to four (4) years of experience in customer service, help desk, or network operations center environment. Linux or Windows administration experience is desired. ITIL v3 Foundations certification is desired.

Clearance required: TS/SCI with poly.

Stratum Networks Overview:

Stratum Networks is a rapidly growing information assurance and cybersecurity solutions company with expertise in implementing secure infrastructure, providing security integration, development, assessment, and training solutions. Our high-end network and security consulting serve Department of Defense and Intelligence Community clients, creating robust, secure network infrastructure, policies, and procedures for local and global, terrestrial and satellite networks.

Our certified and experienced network, software development, IT support, and security professionals provide the necessary design, implementation, and consulting services to meet the demanding requirements of mission-critical networks. To learn more, visit www.stratumnet.com.

Stratum Networks, Inc is an equal opportunity employer, participating in E-Verify. All qualified applicants will receive consideration without regard to race, color, national origin, gender, religion, age, disability, veteran’s status, or any other classification protected by law.