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Quality Coordinator I

Columbia, MD · Information Technology
 The Quality/Ticket Coordinator I, as part of a 24x7 Service Desk, perform the activities associated with the management of dedicated ticket queues to include prioritization of work and assignment to technical resources for resolution of end user concerns while ensuring service levels and objectives are met.

Responsibilities include:

-Monitoring dedicated queues and assign 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
Qualifications: 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.

Clearance required: TS/SCI with polygraph clearance

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Send resume to our website at

Certification/ Tuition Reimbursement!
Generous Referral Bonus Program!
6% 401K MATCH!
Comprehensive Benefits Package!

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