Queue Coordinator (QC 0) (Government)

AT&T; Columbia (MD); On-site; USD 33,000 - 69,000; Full time

Benefits offered by this job

Medical/Dental/Vision coverage

401(k) plan

Tuition reimbursement program

Paid Time Off and Holidays

Paid Parental Leave

Paid Caregiver Leave

Disability Benefits

Life Insurance

Employee discounts

Job summary

AT&T Global Public Sector is seeking a Queue Coordinator to support a large government contract at our Columbia, Maryland site. The role requires office presence five days a week and focuses on orchestrating ticket flow, prioritizing work, and routing requests to the right technical resources for timely resolution.

You will work in a fast-paced, team-oriented environment, ensure SLAs are met, and collaborate across shifts while maintaining compliance with contractual obligations and quality

Qualifications

• Experience in a customer service, help desk, or NOC environment.
• Basic understanding of Windows applications including Excel, Outlook, Word, and PowerPoint.
• Able to adapt to multiple work environments and shifts.
• Flexible to work any shift between 6am and 6pm.
• Demonstrated teamwork and clear communication with colleagues and stakeholders.

Responsibilities

• Monitor dedicated ticket queues in real-time, assigning and routing tickets to the appropriate technical resources for resolution.
• Oversee and track all tickets to ensure they are handled within contractual SLAs and escalate issues as needed.
• Assess team workload and facilitate effective distribution of tickets across the contract.
• Ensure all ticket handling follows strict contractual obligations and quality standards.
• Follow and maintain a set coverage schedule to guarantee seamless queue management across all shifts.
• Participate actively in a team-based environment, sharing responsibilities and best practices.
• Adapt quickly to changing processes, technologies, and environments to keep operations running smoothly.

Skills

Customer service

NOC experience

Team collaboration

Adaptability

Shift flexibility

Tools

Windows

Microsoft Office

Job description

AT&T Global Public Sector is a trusted provider of secure, IP enabled, cloud-based, network solutions and professional services to the Federal Government. We are dedicated to recruiting, developing and empowering a diverse, high-performing workforce that is passionate about what they do, committed to our shared values and dedicated to our customers’ mission.

RIS I is the delivery of regional IT services to the end user. We offer support of end user devices including desktop, workplace peripherals, and voice and video devices. We support local and campus area networks, including wireless and cable plant.

Are you passionate about keeping operations running smoothly and ensuring that nothing slips through the cracks? Join our dynamic team as aQueue Coordinatorsupporting a large-scale government contract! In this critical role, you’ll be the central hub of our ticket management process, ensuring efficient ticket flow, proper prioritization, and strict adherence to our Service Level Agreements (SLAs).

If you thrive in a fast-paced, team-oriented environment and have a knack for orchestrating resources and solving challenges on the fly, we want to hear from you!

Description of Job Duties/Responsibilities:

What You’ll Do:

• This position requires office presence a minimum of 5 days per week and is only located in the location(s) posted. No relocation is offered.
• Orchestrate Ticket Flow:Monitor dedicated ticket queues in real-time, assigning and routing tickets to the appropriate technical resources for resolution.
• Prioritize & Track Performance:Oversee and track all tickets to ensure they are handled within contractual SLAs and escalate issues as needed.
• Resource Allocation:Assess team workload and facilitate effective distribution of tickets, ensuring balanced resource utilization across the contract.
• Maintain Compliance:Ensure all ticket handling follows strict contractual obligations and quality standards.
• Schedule Adherence:Follow and maintain a set coverage schedule to guarantee seamless queue management across all shifts.
• Team Collaboration:Participate actively in a supportive, team-based environment, sharing responsibilities, knowledge, and best practices to drive collective success.
• Continuous Improvement:Adapt quickly to changing processes, technologies, and environments to keep our operations running at peak performance.

Required Clearance: TS/SCI with polygraph. (#ts/sci) (#polygraph)

Required Qualifications:

What You Bring:

• Experience:Minimum 1 years in a customer service, help desk, or network operations center (NOC) environment.
• Technical Skills:Basic understanding of Windows applications, including Excel, Outlook, Word, and PowerPoint.
• Adaptability:Comfortable shifting gears and adapting to changes across multiple work environments.
• Availability:Flexibility to work any shift between 6am and 6pm.
• Team Spirit:Proven ability to work collaboratively, share responsibilities, and communicate clearly with team members and stakeholders.

Why Join Us?

• Impact:Play a pivotal role in supporting mission-critical government operations.
• Growth:Develop your skills in a collaborative environment with opportunities for advancement.
• Variety:Every day brings new challenges and the satisfaction of making a difference.
• Team Culture:Work alongside supportive colleagues who value communication, integrity, and mutual success.

Our Queue Coordinator (QC 0) (Government) earns $33,000 - $68,700 yearly. Not to mention all the other amazing rewards that working at AT&T offers. Individual starting salary within this range may depend on geography, experience, expertise, and education/training.

Joining our team comes with amazing perks and benefits:

• Medical/Dental/Vision coverage
• 401(k) plan
• Tuition reimbursement program
• Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays) *Pro-rated when working less than 40 hrs/wk.
• Paid Parental Leave
• Paid Caregiver Leave
• Additional sick leave beyond what state and local law require may be available but is unprotected
• Adoption Reimbursement
• Disability Benefits (short term and long term)
• Life and Accidental Death Insurance
• Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
• Employee Assistance Programs (EAP)
• Extensive employee wellness programs
• Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T wireline phone

Weekly Hours: 40

Time Type: Regular

Location: Columbia, Maryland

AT&T and its subsidiaries are committed to equal employment opportunity. All hiring, promotion, and other employment decisions remain merit-based and free from discrimination on the basis of race, color, religion, religious creed, national origin, ancestry, age, sex, sexual orientation, gender, gender identity, gender expression, physical disability, mental disability, pregnancy, medical condition, genetic information, marital status, citizenship status, military status, veteran status, or any other characteristic protected by federal, state, or local laws. In addition, AT&T will provide reasonable accommodations to qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made. Click here to learn more or request an application accommodation here.