Ticket Coordinator with TS/SCI Full Scope Poly

IMG Information Management Group, Inc.
Columbia, MD
Nov 22, 2022
Nov 30, 2022
Program Manager
Full Time
Overview: Information Management Group, Inc. (IMG), founded in 1987, is a fast growing, debt-free small business specializing in the analysis, design, and application of information technology and communications solutions for government and commercial organizations worldwide. We're committed to helping our clients use technology to be more efficient, effective, and productive. For over 35 years, IMG has brought integrity, industry expertise, and technical excellence to every project. Above all, we believe that at the core of our success stands our people.*IMG* is hiring a full-time *Ticket Coordinator **with TS/SCI FSP** *at its *Columbia, MD *location.Responsibilities: 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 loadQualifications: *Clearance Required: *TS/SCI with Fullscope Poly*Education/**Experience: ** 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.*COVID-19 Regulations: *As required by Executive Order 14042 and the guidance provided by the Federal Workforce Task Force, all federal contractor employees are required to be fully compliant with customer COVID-19 regulations. IMG will provide additional information regarding these requirements and how you can request an exception if needed.*IMG COMPANY BENEFITS** Health, dental, vision, and life insurance* Short term and long term disability insurance* 401(k) with generous company match* Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)* 15 days of personal leave plus paid federal holidays* Professional development and training assistance*Information Management Group, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.*Max: USD $57,824.00/Yr.Job Type: Full-timePay: Up to $57,824.00 per year