Ticket Coordinator, Level 1

Gladiatoremergence; Fort Meade (MD); Hybride; USD 48 000 - 88 000; Plein temps

Résumé du poste

Gladiatoremergence is seeking a Level 1 Ticket Coordinator at Fort Meade, MD. The role focuses on monitoring queues, routing, prioritizing tickets, and coordinating on-site resources to meet SLAs and ensure timely ticket resolution.

Qualified candidates have four years in help desk or NOC, with Linux or Windows administration experience and a TS/SCI + Full Scope Poly clearance. On-site work is required at Fort Meade, Maryland.

Qualifications

• Four (4) years experience in customer service, help desk, or network operations center environment.
• Experience with Linux or Windows administration desired.
• ITIL v3 Foundations certification desired.

Responsabilités

• Monitoring the queues and assigning tickets
• Verify correct routing of tickets and reroute incorrectly routed ticket
• 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 to include scheduling of on-site visit and follow-up
• Maintain proper ticket status for all tickets within defined queues
• Document resolution activities in tickets including tasks such as end-user communications, interactions with end-user, and ticket closure
• Coordinate tasking of support resources to ensure SLA targets are met
• Provide status of tickets/events as part of shift turnover to incoming resource

Connaissances

Ticket monitoring

Ticket routing

Ticket prioritization

On-site coordination

Ticket resolution coordination

Ticket status management

Resolution documentation

SLA management

Shift handover updates

Outils

Linux

Windows administration

Description du poste

GJB-0158 Fort Meade, MD TS/SCI + Full Scope Poly On-site $47,936 – $87,936

The Level 1 Ticket Coordinator shall possess the following capabilities to perform the following routine tasks:

• Monitoring the queues and assigning tickets
• Verify correct routing of tickets and reroute incorrectly routed ticket
• 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 to include scheduling of on-site visit and follow-up
• Maintain proper ticket status for all tickets within defined queues
• Document resolution activities in tickets including tasks such as end-user communications, interactions with end-user, and ticket closure
• Coordinate tasking of support resources to ensure SLA targets are met
• Provide status of tickets/events as part of shift turnover to incoming resource

Qualifications

Four (4) years experience in customer service, help desk, or network operations center environment Experience with Linux or Windows administration desired ITIL v3 Foundations certification desired

Clearance

TS/SCI + Full Scope Poly, required at start.