Ticket Coordinator

Fulcrum Vets - Annapolis Junction, MD3.3

Full-time$40,000 - $70,000 a year
To submit your resume into our staffing database, please forward a copy to: Careers@FulcrumVets.com
As part of a 24x7 Service Desk, selected candidates will 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

Required Skills, Experience, and Education:
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.

Pay Scale based on experience: $40,000 - $70,000