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Ticket Coordinator

Columbia, MD 21046

Posted: 06/27/2019 Employment Type: Contract Specialty: IT Infrastructure Job Number: 9043

Join one of the largest Federal Programs in the MD/DC/VA area!  With a 17-year history of supporting the Intelligence Community in a managed services program, our client uses the latest and greatest technologies.  For this 5-year project, (with an additional 5 option years), they are looking to hire a Service Desk Ticket Coordinator in their Columbia, MD location.

                                                                                                                        

Per our Federal Government Contract, candidates must be U.S. Citizens with an active TS/SCI Full Scope Poly clearance.

Responsibilities

  • Monitor dedicated queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.
  • Monitor dedicated queues to ensure SLAs are maintained
  • Assign the tickets which are out of scope to Service Desk/other Teams
  • Ensure associated tickets are related to the parent ticket and proper follow-up is performed once incident is resolved
  • Ensure proper assignment of tickets as well as facilitation of resource allocation based on work load

Qualifications

  • 5 years’ experience in customer service, help desk, or network operations center environment
  • 2 years supporting a large enterprise environment
  • 2 years’ experience managing a customer-facing service organization providing support across multiple locations on a 24x7 basis
  • Experience working with customer technology and support requirements
  • Experience working with SLAs
  • Experience with desktop environment, local area networks, telephony, voice, land mobile radio, and/or video desired
  • Experience with ITSM tools such as Remedy, Service Now, Service Manager, or equivalent required
  • Per our Federal Government Contract, candidates must be U.S. Citizenswith an active TS/SCI  Full Scope Poly clearance 
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The Squires Group, Inc. is an Equal Opportunity Employer M/F/Vets/Disabled.