What are the responsibilities and job description for the Ticket Coordinator Level 1 position at CenCore Group?

Why CenCore?

CenCore is a highly dynamic, employee driven, results oriented company. We are a team of individuals united together in our passion to help protect national security while providing and enabling unique solutions to some of the most challenging problems and threats currently facing our government and commercial clients. As a small company, we consider the members of our team as family and are dedicated to providing career development, training, and advancement opportunities. Apply today to speak with one of our career advisement specialists and learn about the growth opportunities available to you when you become a member of the CenCore family!

Job Title

Ticket Coordinator Level 1

Location

Columbia, MD 21044 US (Primary)

Category

Information Technology

Job Type

Full-time

Education

High School

Job Description

Monitor ticket queue to ensure tickets are assigned, worked and resolved in accordance with defined Service Level Agreements (SLAs). Positions are shift-based work providing 12x5 coverage.

The level 1 ticket coordinator shall possess the following capabilities to perform the following routine tasks: Monitoring the queues and assigning tickets; verify correct routing of tickets and reroute incorrect tickets; Assign and prioritize tickets to support resources based on location and required skillset. Notify on-site resources of critical or high priority tickets; Coordinate ticket resolution activities with end-users to include scheduling of on-site visit and follow-up; Maintain proper ticket status for all tickets within a defined queue; document resolution activities in tickets including tasks such as end-user communications, interactions with end-user, and ticket closure.

Job Requirements

TS/SCI with Full Scope Polygraph

Minimum education and experience level: High school/GED and a minimum of four (4) years of experience. Equivalent education and experience: Associate’s degree and two (2) years of experience.

Travel

0 - 10%

EEOC

Equal Opportunity Employer & Race/Color/Sex/Sexual Orientation/Gender Identity/Disability/Vet - https://www.dol.gov/agencies/ofccp/posters

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What are the responsibilities and job description for the Ticket Coordinator Level 1 position at CenCore Group?

Why CenCore?

EEOC

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Job openings at CenCore Group

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