Ticket Coordinator 0/1

DUIT; Maryland; On-site; USD 35,000 - 55,000; Full time

Job summary

Join a rapidly growing and innovative information technology team that values your contributions and offers limitless opportunities for advancement. As a Queue Coordinator, you will play a vital role in monitoring ticket queues, ensuring timely resolutions, and coordinating with support resources. This position provides a supportive work environment where your efforts are recognized and rewarded. With competitive salaries and excellent benefits, this is an exciting opportunity to grow your career in a dynamic setting. Don't miss the chance to be part of a company that truly values its employees!

Benefits

Competitive Salaries

Health/Dental/Vision Benefits

401K Plans

Recognition of Outstanding Work

Opportunities for Advancement

Qualifications

• No experience required for Queue Coordinator 0.
• 2-4 years in customer service or help desk is desired for QC 1.

Responsibilities

• Monitor ticket queues and ensure proper routing.
• Assign and prioritize tickets based on skillset.
• Document resolution activities in tickets.

Skills

Customer Service

Help Desk Support

Linux Administration

Windows Administration

ITIL v3 Foundations Certification

Education

High School/GED

Job description

One of Inc 5000's fastest growing companies, come join us!

Our work environment is limitless, you matter to us, your great work will be recognized, and there are many opportunities for advancement. Davis Unlimited Information Technologies, Inc (DUIT) wants you! We have immediate openings for ticket coordinator(s). We are looking for the best and brightest queue coordinators with 0 or more years of experience to join our certified, awarding winning, and innovative information technology team! Jobs are located in various parts of Maryland, such as Columbia, etc.

Monitor ticket queue to ensure tickets are assigned, worked and resolved in accordance with defined Service Level Agreements (SLAs). Positions are shift-based work providing 12x5 coverage.

Why work for us?

• No red tape!
• Competitive salaries
• Great Health/Dental/Vision Benefits
• Excellent 401K plans
• Limitless environment where you matter
• Recognition of outstanding work and other employee incentives
• Opportunities for advancement

Founded in 2010, Davis Unlimited Information Technologies, Inc. (DUIT) is a woman-owned small business (WOSB), minority-owned small business information technology consulting company headquartered in Baltimore, Maryland.

We have opportunities for advancement and our salaries and benefits are competitive. We are an equal opportunity employer; check us out on the web at https://www.duit.us. You can follow us on LinkedIn, Twitter, and Facebook. We do things differently, contact us to find out how...Together, we can DUIT!

All Applicants must have the following: an active high-level authorization to view nondisclosed information that requires an investigative screening exam and meet the minimum job requirements specified for the applying position. All information provided is subject to verification. A security background check is required, and if you have already completed a background check, then that is a plus!

What You Will Get to Do:

Queue coordinator 0 shall possess the following capabilities to perform routine tasks:

• Monitoring the queues and assigning tickets; verify correct routing of tickets and reroute incorrect tickets;
• 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, including scheduling on-site visits and follow-up;
• Maintain proper ticket status within a defined queue;
• Document resolution activities in tickets, including end-user communications, interactions, and closure.

Queue coordinator 1 shall possess the following capabilities to perform routine tasks:

• Monitoring dedicated queues and assigning tickets to appropriate troubleshooting and resolution resources;
• Monitoring queues to ensure SLAs are maintained;
• Assigning out-of-scope tickets to Service Desk/Other Teams;
• Ensuring related tickets are linked to the parent ticket and follow-up is completed after incident resolution;
• Properly assigning tickets and facilitating resource allocation based on workload.

Required Skills:

• No demonstrated experience required for Queue Coordinator 0.
• For QC 1: Two (2) to four (4) years experience in customer service, help desk, or network operations center environment. Experience with Linux or Windows administration is desired. ITIL v3 Foundations certification is desired.

Qualifications You Will Bring:

• High School/GED is required.