Ticket Management - Service Delivery Coordinator

Fort Meade, MD

Monitor, track, and assign Break / Fix (HD) and Install, Change, Move, Surplus (ICMS, i.e., SR) tickets

Verify tickets for correct routing and research and reroute incorrectly routed tickets

Update ticket status and provide work documentation on HD and SR tickets

Prioritize and assign daily work / tasks based on Quality of Service, remaining SLA times, priority tasking, and first-in, first-out.

Perform preliminary categorization of problems

Assign tickets to appropriate queues. Notify site technicians of any priority or mission-critical problems or tickets and Route tickets to appropriate member of the site queue team

Check tickets for incomplete items (missing asset #, location, etc.) or insufficient documentation. Complete required ticket updates and work documentation.

Escalate problems or tickets to higher level management when required and / or necessary.

Must meet contract level requirements for appropriate position. Must have 2 years of experience in customer service, technical helpdesk, office administration, or project management.

Must have excellent customer service and organizational skills. Must have good interpersonal skills and willingness to be a team player.

Must be comfortable prioritizing the work of others based on established directions and guidelines and working under moderate pressure.

Knowledge of or familiarity with the SupportIT database / application is highly desirable. WINTEL and / or UNIX system administrators looking to perform non-technical work are also desired.

Immediate long term position. (4 10-hour shifts, 8pm-6am Wednesday thru Saturday; or 5 8-hour shifts, 10pm-6am Wednesday thru Sunday.)

REQUIRES ACTIVE TS / SCI CLEARANCE WITH POLY

Last updated : 2024-05-14