Help Desk Coordinator - TS/SCI w/FSP with Security Clearance, Adaptive Solutions, LLC, Columbia, MD
Adaptive Solutions, LLC -
Columbia, MD,
US
Help Desk Coordinator - TS/SCI w/FSP with Security Clearance
Date Posted: 2024-05-23
Job description
Help Desk Coordinator TS/SCI w/Full Scope Poly
Location: Columbia, MD We have an immediate opening for a Help Desk Coordinator/Queue Coordinator to support work in Columbia, MD. As part of a 24x7 Service Desk, 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:
1. Monitoring dedicated queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.
2. Monitoring dedicated queues to ensure SLAs are maintained.
3. Assigning the tickets which are out of scope to Service Desk/Other Teams.
4. Ensuring associated tickets are related to the parent ticket and proper follow-up is performed once incident is resolved.
5. Ensuring proper assignment of tickets as well as facilitation of resource allocation based on work load. Requirements:
1. Must have an active TS/SCI w/Full Scope Poly.
2. 5 years of experience in customer service, help desk, or network operations center environment. 2 years supporting a large Enterprise environment. 2 years experience managing a customer-facing service organization providing support across multiple locations on a 24x7 basis.
3. Experience working with SLAs.
4. Experience with desktop environment, local area networks, telephony, voice, land mobile radio, and/or video highly desired.
5. Experience with ITSM tools such as Remedy, Service Now, Service Manager, or equivalent required. Why work for us:
Company perks include you get paid for every hour worked. If you would 45 hours, you get paid for 45 hours or you can use the extra hours as flex time, 20 days of PTO, 11 paid government holidays, end of year bonus, training allowance, lucrative employee referral bonus plan.
Location: Columbia, MD We have an immediate opening for a Help Desk Coordinator/Queue Coordinator to support work in Columbia, MD. As part of a 24x7 Service Desk, 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:
1. Monitoring dedicated queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.
2. Monitoring dedicated queues to ensure SLAs are maintained.
3. Assigning the tickets which are out of scope to Service Desk/Other Teams.
4. Ensuring associated tickets are related to the parent ticket and proper follow-up is performed once incident is resolved.
5. Ensuring proper assignment of tickets as well as facilitation of resource allocation based on work load. Requirements:
1. Must have an active TS/SCI w/Full Scope Poly.
2. 5 years of experience in customer service, help desk, or network operations center environment. 2 years supporting a large Enterprise environment. 2 years experience managing a customer-facing service organization providing support across multiple locations on a 24x7 basis.
3. Experience working with SLAs.
4. Experience with desktop environment, local area networks, telephony, voice, land mobile radio, and/or video highly desired.
5. Experience with ITSM tools such as Remedy, Service Now, Service Manager, or equivalent required. Why work for us:
Company perks include you get paid for every hour worked. If you would 45 hours, you get paid for 45 hours or you can use the extra hours as flex time, 20 days of PTO, 11 paid government holidays, end of year bonus, training allowance, lucrative employee referral bonus plan.