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Workflow - Queue Coordinator, System Administrator
Job in
Corridor North, Savage / Corridor North, Howard County, Maryland, USA
Listed on 2026-10-11
Listing for:
Castello Systems, Inc.
Full Time
position Listed on 2026-10-11
Job specializations:
-
IT/Tech
HelpDesk/Support, Data Entry
Job Description & How to Apply Below
Tier 2, System Administrator
Schedule:
Saturday-Sunday 7AM-7PM, Monday-Tuesday 7AM-3PM (Wednesday-Friday off)
Ticket Mgmt - Workflow Queue Coordinator
- Serve as a central point of contact for ticket routing, providing support via telephone, chat, and email to customers and technicians.
- Validate incoming tickets to ensure they are complete, accurate, and compliant with established documentation and workflow standards.
- Monitor queues and SLAs, prioritizing and assigning tickets according to urgency, impact, and remaining SLA time.
- Track progress of assigned work, following up with technicians or teams to prevent SLA breaches.
- Escalate complex, high-impact, or stalled tickets to higher-level support or management, following defined escalation paths.
- Collaborate with support teams to improve ticket quality, routing accuracy, and overall workflow efficiency.
- This position is mission essential, may include work on holidays when required.
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