Ticket Coordinator - Queue Coordinator 1

Synergy ECP; Maryland; On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Health benefits

401K Retirement plan

Paid time off

Job summary

Synergy ECP, headquartered in Columbia, MD, seeks a Ticket Coordinator to join a 24x7 Service Desk. You will monitor queues, prioritize work, and assign tickets to technical resources to meet SLAs and service objectives. Requirements include 2–4 years in customer service or help desk, Linux/Windows administration experience, and ITIL v3 Foundations.

TS/SCI with poly clearance is required for this role. The company offers comprehensive benefits, competitive compensation, paid time off, holidays,

Qualifications

• 2–4 years experience in customer service, help desk, or network operations center environment.
• Experience with Linux or Windows administration desired.
• ITIL v3 Foundations certification desired.

Responsibilities

• 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

Skills

Customer service

Help desk

NOC

Linux

Windows administration

ITIL v3 Foundations

Job description

The Ticket Coordinator works as part of a 24x7 Service Desk, 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.

Responsibilities Include

• 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 work load

Requirements

• Two (2) to 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 required: TS/SCI with poly

Benefits

• Compensation: We offer highly competitive compensation so everyone can share in the growth of the company as we build its success together!
• Health & Retirement: We offer a comprehensive Health Benefits package and 401K Retirement plan so you can take care of yourself and your family, now and in the future. Other health-related benefits include an employee Gym wellness benefit.
• Education: Individual growth is a priority at Synergy. Employees are encouraged to take advantage of our company-sponsored continuing education program so they can get their degree or that next certification needed to propel them towards the next level.
• Work/Life Balance: A healthy work/life balance is essential for building and executing your work effectively at Synergy, but it’s also necessary to allow you the room to pursue everything you want to develop in your personal life. We offer a generous Paid Time Off benefit and 11 paid holidays a year. Synergy also provides flexible work options that work with your schedule and lifestyle.
• Great Corporate Facilities: Come by our corporate office and enjoy a weekly happy hour, take a drive to nearby restaurants, grab a snack or coffee in our café, or utilize our collaborative office space and conference rooms.

About Us

Formed in July of 2007 and headquartered in Columbia, MD, our talented, dedicated staff provide a broad range of services in cybersecurity, software, data transport solutions, systems engineering, and IT services to the U.S. Intelligence and Defense Communities. We deliver critical and innovative capabilities to high-level decision makers that enhance our nation’s security.

In an ultra-competitive environment, Synergy ECP has thrived by adhering to our name, making sure excellence is displayed by our Employees, to our Customers and by continually improving Performance (ECP). This is what sets us apart and enables us to be an autonomous yet agile business delivering huge results and meeting our customers’ evolving demands. Synergy ECP has earned a client list that includes numerous Fortune 100 companies, in addition to multiple branches of the US government and military services.

Synergy ECP is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected class.