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Quality Coordinator I Information Technology Columbia, MD

2 months ago

Columbia, United States FLASH Technology Group Full time

The Quality/Ticket Coordinator I,

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:

-Monitoring dedicated queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.

-Monitoring dedicated queues to ensure SLAs are maintained.

-Assigning the tickets which are out of scope to Service Desk/Other Teams

-Ensuring associated tickets are related to the parent ticket and proper follow-up is performed once incident is resolved

-Ensuring proper assignment of tickets as well as facilitation of resource allocation based on work load

REQUIREMENTS

Qualifications: 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.

Clearance required:

TS/SCI with polygraph clearance

Apply to dmagruder@flashtg.com or

Send resume to our website at www.flashtg.com.

Certification/ Tuition Reimbursement

Generous Referral Bonus Program

6% 401K MATCH

Comprehensive Benefits Package #J-18808-Ljbffr