Queue Coordinator, Level 1 with Security Clearance

Independent Software, Inc.; Maryland; On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive salary

Company Sponsored Health, Dental, and 

Vision Insurance

Company Paid Long Term Disability, SHD

Life Insurance

Employee Assistance Program

401(k) Profit Sharing Plan and Trust

Paid Time Off and Holidays

Paid training

Strong work-life balance

Job summary

Independent Software, located in Maryland, seeks a qualified Queue Coordinator, Level 1, to support a mission-critical operations environment by managing ticket queues, coordinating workflow, and ensuring service requests are routed, prioritized, and resolved within SLAs.

You will serve as the central point of contact for customers and technicians, monitor ticket queues, and collaborate with technical teams to maintain ticket quality and timely resolution.

Qualifications

• High School Diploma or GED plus ten years of relevant experience; OR Bachelor's degree plus five years of relevant experience.
• Experience supporting IT operations, service desk, or ticket management in a customer-focused environment.
• Experience with ticketing or IT service management systems.
• Ability to prioritize multiple requests and manage workload in a fast-paced environment.
• Strong attention to detail and ability to maintain accurate documentation.
• Strong communication with customers, technicians, and management.
• Ability to independently track assignments and ensure timely resolution.
• Proficiency with Microsoft Office Suite is desired.

Responsibilities

• Serve as a central point of contact for ticket routing and provide support to customers and technicians by telephone, chat, and email.
• Validate incoming tickets to ensure they are complete, accurate, and compliant with established documentation and workflow standards.
• Monitor ticket queues and SLAs, prioritizing and assigning tickets based on urgency, impact, and remaining SLA time.
• Track assigned work and follow up with technicians or teams to prevent SLA breaches.
• Escalate complex, high‑impact, or stalled tickets to higher‑level support or management using established escalation procedures.
• Collaborate with technical teams to improve ticket quality, routing accuracy, and overall workflow efficiency.
• Maintain clear and accurate ticket documentation and status information.
• Support a mission‑essential environment, including holiday coverage when required.

Skills

Interpersonal skills

Communication skills

Ticket management

IT operations experience

Prioritization

Documentation

Customer focus

MS Office proficiency

Education

Education requirement

Tools

Ticketing systems

Job description

Who are we? Independent Software is a consulting, product, and solutions firm dedicated to the practical application of software and system engineering technologies to solve complex problems. We bring together world class engineers with proven engineering best practices, domain expertise, commercial technologies, and proven agile management approaches to create high value solutions aimed at helping our customers meet their most critical business and mission objectives. Why Independent Software? We are focused on continual learning and evolution. We don’t do things because “that’s the way we’ve always done things”; we listen to our employees and adapt to the changing marketplace. We look at the big picture and encourage our engineers to get training and certifications in emerging technologies that will help shape our customer’s mission. We’ve been profitable year after year. We’re always on the lookout for great engineers to join the team and we recognize that our employees are the heart and soul of what we do. We focus on recruiting talented people, treating them right, and then allowing them to do what they do best. No red tape. No micromanagement. Smart people want to work with smart people, and we love people who are passionate about what they do and finding ways to do it better.

Top Reasons to Work at Independent Software

• Great people deserve even better benefits, from comprehensive healthcare coverage and generous leave time to discounts with all our vendors.
• You are not just a job title. That's why we tip the work-life balance scale in your favor. It's not about being billable, it's about being valuable.
• Whether you're working on-site or in our offices, your role at Independent Software is just as critical to our success as your coworker's.
• We're constantly researching and implementing the latest technology, so you've always got the right tools at your disposal.
• As we've grown, we've retained that small company feel. When we say we have an open-door policy, we actually mean it.
• Independent Software is comprised of wonderfully generous folks. We believe in supporting the causes our employees care about. Bring us an opportunity to help and we'll listen.
• Teamwork got us where we are today. Our collaborative environment allows you to maximize your true potential.
• The work we do is exciting, critical stuff. No matter your role at Independent Software, you're helping us keep the nation safe and secure.
• We have a history of great achievement, and, with each year, our company gets even bigger and better. As we grow, so does the opportunity for our employees.
• We host a variety of fun employee and family events throughout the year to say thanks for all that you do to make Independent Software a technology leader as well as a phenomenal place to work.

Benefits

• Competitive salary
• Company Sponsored Health, Dental, and Vision Insurance plans
• Company Paid Long Term Disability, Short Term Disability and Life Insurance
• Employee Assistance Program
• Your retirement plan is an important benefit you shouldn’t overlook. We offer a 401(k) Profit Sharing Plan and Trust that offers a powerful way to enhance your long‑term financial well‑being by investing in yourself. We offer immediate eligibility and company matching.
• A generous Paid Time Off and Holiday package
• Paid training! We encourage all employees to seek out training opportunities like conferences, certification courses and seminars.
• We truly believe the right work‑life balance can exist, and it's here at Independent Software. Our work is extremely important, but your job is just a part of who you are. When you enjoy your life outside of our walls, you're at your best the next time you walk through our doors. We do all we can to assure that happens every day.

Independent Software is an Equal Opportunity Employer EOE, M/F/D/V.

Queue Coordinator, Level 1 Annapolis Junction, MD Full Time Help Desk Mid Level

What You Will Do:

At Independent Software, as a Queue Coordinator, Level 1, you will support a mission-critical operations environment by managing ticket queues, coordinating workflow, and ensuring service requests are properly routed, prioritized, and resolved within established Service Level Agreements (SLAs). You will serve as a central point of contact for customers and technical teams, monitor incoming requests for accuracy and completeness, track tickets through resolution, and elevate issues when necessary. You will work closely with technical teams to maintain ticket quality, prevent SLA breaches, and support efficient day‑to‑day operations.

Key Responsibilities:

• Serve as a central point of contact for ticket routing and provide support to customers and technicians by telephone, chat, and email.
• Validate incoming tickets to ensure they are complete, accurate, and compliant with established documentation and workflow standards.
• Monitor ticket queues and SLAs, prioritizing and assigning tickets based on urgency, impact, and remaining SLA time.
• Track assigned work and follow up with technicians or teams to prevent SLA breaches.
• Escalate complex, high‑impact, or stalled tickets to higher‑level support or management using established escalation procedures.
• Collaborate with technical teams to improve ticket quality, routing accuracy, and overall workflow efficiency.
• Maintain clear and accurate ticket documentation and status information.
• Support a mission‑essential environment, including holiday coverage when required.

Required Skills And Qualifications

• Strong interpersonal and communication skills.
• Experience supporting IT operations, service desk, help desk, ticket management, or a similar customer‑focused technical environment.
• Experience working with ticketing or IT service management systems.
• Ability to prioritize multiple requests and manage workload in a fast‑paced environment.
• Strong attention to detail and ability to maintain accurate documentation.
• Ability to communicate effectively with customers, technicians, and management.
• Ability to independently track assignments and follow up to ensure timely resolution.
• Proficiency with Microsoft Office Suite is desired.

Education and Experience

• High School Diploma or GED plus ten (10) years of relevant experience; OR
• Bachelor's degree plus five (5) years of relevant experience.

Candidates must be available to work the following schedule: Saturday–Sunday, 6:00 AM–6:00 PM and Monday–Thursday, 7:00 AM–3:00 PM. Initial training will be conducted Monday–Friday, 7:00 AM–3:00 PM. This position is mission essential and may require work on holidays when necessary.

Clearance Requirement

• Must possess an active TS SCI with appropriate Polygraph to be considered for this role.

Why Choose Independent Software

• Support critical national security missions that matter
• Be part of a close‑knit, employee‑first culture where your voice is heard
• Expand your skills through ongoing training, mentorship, and career development
• Enjoy competitive compensation, generous benefits, and work‑life balance

We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.