Technical Support Quality Coordinator

1 week ago


Columbia, Maryland, United States FLASH Technology Group Full time

Position Overview:
The Quality Coordinator I at FLASH Technology Group plays a crucial role within a 24/7 Service Desk environment. This position involves managing dedicated ticket queues, prioritizing tasks, and assigning them to technical personnel to address end-user issues while ensuring that service levels and objectives are consistently achieved.

Key Responsibilities:
  • Oversee dedicated ticket queues and allocate tickets to the appropriate technical resources for effective troubleshooting and resolution.
  • Ensure that service level agreements (SLAs) are upheld by monitoring ticket queues.
  • Direct tickets that fall outside the scope to the Service Desk or relevant teams.
  • Maintain proper linkage between associated tickets and the parent ticket, ensuring follow-up is conducted post-resolution.
  • Facilitate the correct assignment of tickets and manage resource allocation based on workload demands.

Qualifications:
Candidates should possess two (2) to four (4) years of experience in customer service, help desk operations, or within a network operations center. Familiarity with Linux or Windows administration is preferred. ITIL v3 Foundations certification is also desired.

Clearance Requirement:
Applicants must hold a TS/SCI with polygraph clearance.

Benefits:
  • Certification and Tuition Reimbursement
  • Generous Referral Bonus Program
  • 6% 401K Match
  • Comprehensive Benefits Package


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