Ticket Coordinator - Queue Coordinator 1

About the role

The Ticket Coordinator works as part of a 24x7 Service Desk, performing 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

• Monitoring dedicated queues and assigning tickets to appropriate resources for troubleshooting and ticket resolution.
• Monitoring dedicated queues to ensure Service Level Agreements (SLAs) are maintained.
• Assigning tickets that are out of scope to Service Desk or other teams.
• Ensuring associated tickets are properly related to the parent ticket and proper follow-up is performed once the incident is resolved.
• Ensuring proper assignment of tickets and facilitating resource allocation based on workload.

Requirements

• Two (2) to four (4) years experience in customer service, help desk, or network operations center environment.
• Experience with Linux or Windows administration desired.
• ITIL v3 Foundations certification desired.

Benefits

• Compensation: Highly competitive compensation.
• Health & Retirement: Comprehensive Health Benefits package and 401K Retirement plan.
• Education: Company-sponsored continuing education program.
• Work/Life Balance: Generous Paid Time Off benefit and 11 paid holidays a year.
• Corporate Facilities: Weekly happy hour, access to nearby restaurants, café, and collaborative office space.

About Us

Formed in July of 2007 and headquartered in Columbia, MD, our talented, dedicated staff provide a broad range of services in cybersecurity, software, data transport solutions, systems engineering, and IT services to the U.S. Intelligence and Defense Communities. We deliver critical and innovative capabilities to high-level decision makers that enhance our nation’s security.

In an ultra-competitive environment, Synergy ECP has thrived by adhering to our name, making sure excellence is displayed by our Employees, to our Customers and by continually improving Performance (ECP). This is what sets us apart and enables us to be an autonomous yet agile business delivering huge results and meeting our customers’ evolving demands.

Synergy ECP is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected class.