Ticket Coordinator

Apex Systems
Columbia, MD
Jul 13, 2018
Jul 16, 2018
Accountant, IT
Full Time
Apex Systems has an immediate opportunity for a Ticket Coordinator in the greater Baltimore metropolitan area. This is a long-term contract position supporting a division of the federal government, and compensation ranges depending on experience. If you are interested or if you would like more information, please contact Haley LaFemina at [Click Here to Email Your Resume] [Click Here to Email Your Resume] Responsibilities of the Ticket Coordinator: 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 Required Experience of the Ticket Coordinator : Five (5) years' experience in customer service, help desk, or network operations center environment. Two (2) years supporting a large Enterprise environment. Two (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 Strong time management and communication skills Ability to adapt and prioritize work independently in a dynamic environment Strong interpersonal and presentation skills 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 Experience working in a customer service role desired Required Clearance: Candidate must have a TS/SCI polygraph clearance Desired: ITIL v3 Foundations certification desired. *please email hlafemina@apexsystems if you are interested in learning more* EEO Employer Apex is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [Click Here to Email Your Resume] or 844-463-6178.

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