Ticket Coordinator

One of Inc 5000's fastest growing companies with a limitless environment! Davis Unlimited Information Technologies, Inc (DUIT) wants you! We have exciting immediate openings, and are looking for the best queue coordinator(s) with 0 or more years of experience to join our certified, award winning, and innovative IT team! Jobs are located in various parts of Maryland, such as Howard County, 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.

• No red tape!
• Competitive salaries
• Great Health/Dental/Vision/Other Insurance Benefits
• Excellent 401K plans
• 11 Paid Company Holidays & PTO Tiers
• Educational Reimbursement Program
• 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.

All Applicants must have the following: an active tier authorization to view nondisclosed information and meet the minimum job requirements specified for the applying position. All information provided is subject to verification. A security background check may be required, and if you have already completed one, that is a plus.

Queue Coordinator 0

• 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 to include scheduling of on-site visit and follow-up;
• Maintain proper ticket status for all tickets within a defined queue;
• Document resolution activities in tickets including tasks such as end-user communications, interactions with end-user, and ticket closure.

Queue Coordinator 1

• Monitoring dedicated queues and assigning 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

For Queue Coordinator 0:
No demonstrated experience is required.

For Queue Coordinator 1:
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.

• High School/GED is required.