Ticket Coordinator, Level 2

GJB-0159 Fort Meade, MD TS/SCI + Full Scope Poly On-site $50,687 – $90,687

The Level 2 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
• Assist with proper assignment of tickets as well as facilitation of resource allocation based on work load
• Coordinate resources with teams across disciplines to ensure SLA targets are met

Seven (7) years experience in customer service, help desk, or network operations center environment Two (2) years supporting a large Enterprise environment Experience with Linux or Windows administration desired ITIL v3 Foundations certification desired

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