Ticket Coordinator, Entry level

About the role

What You Will Do At Independent Software, as a Ticket Coordinator, you will manage dedicated ticket queues to ensure end-user issues are properly prioritized and assigned to the appropriate technical resources for resolution. You will monitor ticket activity, support effective resource allocation, and help ensure established service levels and objectives are consistently met. This role requires strong organization, communication, and multitasking skills and the ability to work effectively in a fast-paced, high-stress environment.

Responsibilities

• Monitor dedicated ticket queues and assign tickets to appropriate technical resources for troubleshooting and resolution
• Monitor ticket queues to ensure Service Level Agreements (SLAs) are maintained
• Identify tickets that are outside the team's scope and route them to the Service Desk or appropriate support team
• Ensure associated tickets are properly linked to the parent ticket
• Perform appropriate follow-up after incidents are resolved
• Ensure tickets are properly assigned based on technical support needs
• Facilitate resource allocation based on workload and ticket volume
• Manage multiple priorities while communicating clearly with technical teams and stakeholders

Required Skills and Qualifications

• Minimum of one (1) year of experience in a customer-centric environment, such as an office administrative role, communications role, or project management environment
• Strong organizational and multitasking skills
• Ability to communicate clearly and professionally
• Ability to prioritize work and manage multiple tasks simultaneously
• Ability to work effectively in a high-stress, fast-paced environment

Education and Experience

Minimum of one (1) year of relevant customer-centric experience required

Clearance Requirement

Must possess an active TS SCI with appropriate Polygraph to be considered for this role

Benefits

• Support critical national security missions that matter
• Be part of a close-knit, employee-first culture where your voice is heard
• Expand your skills through ongoing training, mentorship, and career development
• Enjoy competitive compensation, generous benefits, and work-life balance
• At Independent Software, our people are the mission; we’ve built a company around collaboration, integrity, and innovation and provide the tools and support to grow, succeed, and thrive