Ticket Coordinator, Entry level

Independent Software, Inc.; Columbia (MD); On-site; USD 50,000 - 70,000; Full time

Job summary

Independent Software, as a Ticket Coordinator, you will manage dedicated ticket queues to ensure end-user issues are prioritized and assigned to the appropriate technical resources for resolution. You will monitor ticket activity, support resource allocation, and help ensure SLAs and objectives are consistently met in a fast-paced, high-stress environment.

This role demands strong organization, excellent communication, and the ability to multitask while handling multiple priorities.

Qualifications

• Minimum 1 year in a customer-centric or admin environment.
• Strong organizational and multitasking abilities.
• Clear, professional communication and prioritization skills.

Responsibilities

• Monitor ticket queues and assign tickets to appropriate technical resources for troubleshooting and resolution.
• Monitor queues to ensure SLAs are maintained.
• Route tickets outside the team's scope to the Service Desk or appropriate support team.
• Ensure tickets are properly linked to the parent ticket.
• Follow up after incidents are resolved.
• Assign tickets based on technical support needs.
• Facilitate resource allocation based on workload and ticket volume.
• Manage multiple priorities while communicating clearly with technical teams and stakeholders.

Skills

Customer-focused

Organizational skills

Multitasking

Communication

Prioritization

Work under pressure

Job description

What You Will Do:

At Independent Software, as a Ticket Coordinator, you will manage dedicated ticket queues to ensure end-user issues are properly prioritized and assigned to the appropriate technical resources for resolution. You will monitor ticket activity, support effective resource allocation, and help ensure established service levels and objectives are consistently met. This role requires strong organization, communication, and multitasking skills and the ability to work effectively in a fast-paced, high-stress environment.

Key Responsibilities:

• Monitor dedicated ticket queues and assign tickets to appropriate technical resources for troubleshooting and resolution
• Monitor ticket queues to ensure Service Level Agreements (SLAs) are maintained
• Identify tickets that are outside the team's scope and route them to the Service Desk or appropriate support team
• Ensure associated tickets are properly linked to the parent ticket
• Perform appropriate follow-up after incidents are resolved
• Ensure tickets are properly assigned based on technical support needs
• Facilitate resource allocation based on workload and ticket volume
• Manage multiple priorities while communicating clearly with technical teams and stakeholders

Required Skills and Qualifications:

• Minimum of one (1) year of experience in a customer‑centric environment, such as an office administrative role, communications role, or project management environment
• Strong organizational and multitasking skills
• Ability to communicate clearly and professionally
• Ability to prioritize work and manage multiple tasks simultaneously
• Ability to work effectively in a high‑stress, fast‑paced environment

Education and Experience:

• Minimum of one (1) year of relevant customer‑centric experience required

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.