Ticket Coordinator with Security Clearance

CenCore LLC
Columbia, MD
Feb 20, 2021
Feb 24, 2021
Full Time
Responsibilities: * 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 Requirements * TS/SCI Polygraph Clearance * 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 247 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 CenCore, LLC is an equal opportunity employer and offers a professional work environment designed to enhance your personal career growth. Job ID: 310069