Ticket Coordinator 2

DUIT; Maryland; On-site; USD 50,000 - 80,000; Full time

Benefits offered by this job

Comprehensive health benefits

Dental benefits

Vision benefits

401K plans

Employee recognition programs

Career advancement opportunities

Job summary

Join a dynamic and innovative information technology team at a rapidly growing company. As a queue coordinator, you will play a vital role in monitoring ticket queues and ensuring service level agreements are met. With a focus on employee recognition and career advancement, this position offers a limitless work environment where your contributions truly matter. Enjoy competitive salaries, comprehensive benefits, and the opportunity to work in a supportive and collaborative atmosphere. If you are ready to take the next step in your career, this is the perfect opportunity for you.

Qualifications

• 5+ years of experience in customer service or help desk roles.
• Experience managing customer-facing support across multiple locations.

Responsibilities

• Monitor ticket queues and ensure compliance with SLAs.
• Provide shift-based coverage and manage customer technology requirements.

Skills

Customer Service

Time Management

Communication Skills

Interpersonal Skills

Presentation Skills

Education

ITIL v3 Foundations certification

Tools

ITSM tools (Remedy, ServiceNow)

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) is seeking qualified candidates for the position of queue coordinator(s). We are looking for experienced queue coordinators with 5 or more years of relevant experience to join our certified, award-winning, and innovative information technology team. Positions are available in various locations across Maryland, including Columbia.

Responsibilities:

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

Why work for us?

• No red tape
• Competitive salaries
• Comprehensive health, dental, and vision benefits
• Excellent 401K plans
• Limitless environment where you matter
• Recognition of outstanding work and employee incentives
• Opportunities for career advancement

About DUIT:

Founded in 2010, Davis Unlimited Information Technologies, Inc. (DUIT) is a woman-owned small business (WOSB), minority-owned small business specializing in information technology consulting. Headquartered in Baltimore, Maryland, we offer competitive salaries and benefits. We are an equal-opportunity employer. Learn more at our website and follow us on LinkedIn, Twitter, and Facebook. We do things differently—contact us to find out how... Together, we can DUIT!

Candidate Requirements:

• Active high-level authorization to view nondisclosed information, requiring an investigative screening exam.
• Security background check required; previous background checks are a plus.

What You Will Do:

• Work with customer technology and support requirements.
• Manage and adhere to SLAs.
• Demonstrate strong time management and communication skills.
• Prioritize and adapt work independently in a dynamic environment.
• Exhibit strong interpersonal and presentation skills.
• Experience with desktop environments, LAN, telephony, voice, land mobile radio, and/or video is desirable.
• Experience with ITSM tools such as Remedy, ServiceNow, or similar is required.
• Customer service experience is preferred.

Desired Skills:

• ITIL v3 Foundations certification.

Qualifications:

• Minimum of 5 years' experience in customer service, help desk, or NOC environments.
• At least 2 years supporting a large enterprise environment.
• At least 2 years managing a customer-facing support organization across multiple locations on a 24x7 basis.