Acara Solutions is looking for a direct hire Ticket Coordinator for our client in Columbia, MD. *This position requires Active TS/SCI polygraph clearance to qualify* The Ticket Coordinator will: -Monitor dedicated queues and assign tickets to appropriate resources for troubleshooting and ticket resolution -Monitor dedicated queues to ensure SLAs are maintained -Assign the tickets which are out of scope to Service Desk/Other Teams -Ensure associate tickets are related to the parent ticket and proper follow-up is performed once incident is resolved -Ensure proper assignment of tickets as well as facilitation of resource allocation based on work load
Required Skills / Qualifications:
Minimum of High School Diploma or GED
Minimum of 5 years’ experience in customer service, help desk, or network operations center environment
Minimum of 2 years supporting a large Enterprise environment
Minimum of 2 years’ experience managing a customer-facing service organization providing support across multiple locations on a 24x7 basis
Minimum of 2 years’ working with customer technology and support requirements
Minimum of 2 years’ experience working with SLAS
Aleron companies; Acara Solutions, Aleron Shared Resources, Broadleaf Results, Lume Strategies, Viaduct, and SDI International are Equal Employment Opportunity and Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity, sexual orientation, national origin, genetic information, sex, age, disability, veteran status, or any other legally protected basis.
Applicants for this position must be legally authorized to work in the United States. This position does not meet the employment requirements for individuals with F-1 OPT STEM work authorization status.