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Queue Coordinator / Ticket Manager I

Annapolis Junction, MD · Information Technology
Interviewing for Ticket Management-Queue Coordinator!

TS/SCI with POLYGRAPH clearance necessary!

EARLY DAY HOURS, 5am-3pm, Wednesday thru Saturday.
MUST be able to do day training Mon-Fri 7am - 3pm for their first 1-3 months on contract.

-Monitor, track, and assign Break/Fix (HD) and Install, Change, Move, Surplus (ICMS, i.e., SR) tickets

-Verify tickets for correct routing and research and reroute incorrectly routed tickets

-Update ticket status and provide work documentation on HD and SR tickets

-Prioritize and assign daily work/tasks based on Quality of Service, remaining SLA times, priority tasking, and first-in, first-out.  Perform preliminary categorization of problems

-Assign tickets to appropriate queues.  Notify site technicians of any priority or mission-critical problems or tickets and Route tickets to appropriate member of the site queue team

-Check tickets for incomplete items (missing asset #, location, etc.) or insufficient documentation.  Complete required ticket updates and work documentation.

-Escalate problems or tickets to higher level management when required and/or necessary.   

Must meet contract level requirements for appropriate position.
In addition to that, must have 2 years experience in customer service, technical help desk, office administration, or project management.

Must have excellent customer service and organizational skills.  Must have good interpersonal skills and willingness to be a team player.

Must be comfortable prioritizing the work of others based on established directions and guidelines and working under moderate pressure.

Must be an assertive individual with a great deal of flexibility and the ability to adapt to frequently changing work volumes.

Knowledge of or familiarity with the SupportIT database/application is highly desirable. 
WINTEL and/or UNIX system administrators looking to perform non-technical work are also desired.                                              

(Level SA0's are also welcome to apply.)   

Can also Apply to or through our website at

Comprehensive Benefits Package!

Great Referral Bonus Program!
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