Ticket Coordinator

Phase2 Technology; Columbia (MD); On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

PTO

Parental leave

Health benefits

Dental benefits

Vision benefits

Tuition reimbursement

401(k) plan

Job summary

T-Rex Solutions, LLC is seeking a fully cleared Ticket Coordinator to support national security infrastructure from our Columbia, MD area office. The role involves managing ticket queues, prioritizing work, and assigning tasks to technical resources to meet service levels.

Responsibilities include monitoring queues, ensuring SLAs, routing out-of-scope tickets, and coordinating resource allocation. Candidates should have at least 1 year in a customer-centric or project management environment and

Qualifications

• 1 year of experience in a customer-centric environment or related role.
• Ability to multitask and communicate clearly in a high-stress setting.
• Active TS/SCI w/ FSP security clearance.

Responsibilities

• Monitor dedicated queues and assign tickets to appropriate resources for troubleshooting.
• Monitor queues to ensure SLAs are maintained.
• Assign tickets out of scope to Service Desk/Other Teams.
• Ensure tickets are related to the parent ticket and follow up after resolution.
• Facilitate resource allocation based on workload.

Skills

Customer focus

Multitasking

Clear communication

Security clearance

Job description

Are you ready to make a significant impact by supporting critical national security infrastructure? T-Rex Solutions is looking for a fully cleared Ticket Coordinator to join our dynamic team in the Columbia, MD area.

Responsibilities:

Ticket Coordinator to perform the activities associated with the management of dedicated ticket queues to include prioritization of work and assignment to technical resources for resolution of end user concerns while ensuring service levels and objectives are met.

The job duties are as follows:

• Monitoring dedicated queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.
• Monitoring dedicated queues to ensure SLAs are maintained.
• Assigning the tickets which are out of scope to Service Desk/Other Teams
• Ensuring associated tickets are related to the parent ticket and proper follow-up is performed once incident is resolved

Ensuring proper assignment of tickets as well as facilitation of resource allocation based on workload

Must have 1 year of experience in either a customer centric environment such as an office adminstrative role or within a communications/project management role.

Must be able to mult-task, communicate clearly and handle a high stress environment.

• Active TS/SCI w/ FSP

T-Rex Overview

Established in 1999, T-Rex Solutions, LLC is a proven mid-tier business providing data-centric mission services to the Federal government as it increasingly tries to secure and leverage the power of data. We design, integrate, secure, and deploy advanced technical solutions for our customers so they can efficiently fulfill their critical objectives. T-Rex offers both IT and professional services to numerous Federal agencies and is a leader in providing high quality and innovative solutions in the areas of Cloud and Infrastructure Services, Cyber Security, and Big Data Engineering.

T-Rex is constantly seeking qualified people to join our growing team. We have built a broad client base through our devotion to delivering quality products and customer service, and to do that we need quality individuals. But more than that, we at T-Rex are committed to creating a culture that supports the development of every employee's personal and professional lives. T-Rex has made a commitment to maintain the status of an industry leader in compensation packages and benefits which includes competitive salaries, performance bonuses, training and educational reimbursement, Transamerica 401(k) and Cigna healthcare benefits.

T-Rex is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex (including pregnancy and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors.

In compliance with pay transparency guidelines, the annual base salary range for this position is $40,000-$60,000. Please note that the salary information is a general guideline only. T-Rex considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/training, key skills, internal peer equity, as well as market and business considerations when extending an offer.

T-Rex offers a diverse and collaborative work environment, exciting opportunities for professional growth, and generous benefits, including: PTO available to use immediately upon joining (prorated based on start date), paid parental leave, individual and family health, vision, and dental benefits, annual budget for training, professional development and tuition reimbursement, and a 401(k) plan with company match fully vested after 60 days of employment among other benefits.