Ticket Coordinator

US-MD-Annapolis Junction
ID
2017-5860

Overview

ASRC Federal - Vistronix is a national security solutions provider specializing in transforming big and complex data sets into mission critical intelligence.  Ingesting, processing, and exploiting Big Data is at the core of everything we do: Cyber & SIGINT Operations, C4ISR & Multi-INT Processing, and Enterprise & Open Source Analysis.  As a national security middleweight, we have a passion for our customers' mission and value ingenuity, agility, speed, and the ability to think and deliver at scale.  For more information, visit www.vistronix.com.

 

ASRC Federal - Vistronix is currently seeking an experienced Ticket Coordinator for a role on one of our subcontracts.  This full time position affords the successful candidate the opportunity to work in an engaging, high-tech development environment, working with an excellent team and customer base. 

Responsibilities

  • Monitoring the queues and assigning tickets; Verify correct routing of tickets and reroute incorrectly routed ticket;
  • 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 defined queues;
  • Document resolution activities in tickets including tasks such as end-user communications, interactions with end-user, and ticket closure;
  • Coordinate tasking of support resources to ensure SLA targets are met;
  • Provide status of tickets/events as part of shift turnover to incoming resource;
  • Assist with proper assignment of tickets as well as facilitation of resource allocation based on work load;
  • Coordinate resources with teams across disciplines to ensure SLA targets are met.

Qualifications

Labor Category Qualifications:

  • Five (5) years experience in customer service, help desk, or network operations center environment.
  • Two (2) years supporting a large Enterprise environment.
  • Two (2) years experience managing a customer-facing service organization providing support across multiple locations on a 24x7 basis.
  • Experience with Linux or Windows administration desired.
  • ITIL v3 Foundations certification desired.

Job Specific:

  • Experience working with customer technology and support requirements.
  • Experience working with SLAs
  • Strong time management and communication skills
  • Ability to adapt and prioritize work independently in a dynamic environment
  • Strong interpersonal and presentation skills
  • Experience with desktop environment, local area networks, telephony, voice, land mobile radio, and/or video desired
  • Experience with ITSM tools such as Remedy, Service Now, Service Manager, or equivalent required
  • Experience working in a customer service role desired

This position requires an active Security Clearance.

 

Positions require a Top Secret security clearance, based on current background investigation (SBI), as well as the favorable completion of polygraph.  Clearance and polygraph processing will be completed by the U.S. Government.

 

ASRC Federal and its Subsidiaries are Equal Opportunity / Affirmative Action employers.  All qualified applicants will receive consideration for employment without regard to race, gender, color, age, sexual orientation, gender identification, national origin, religion, marital status, ancestry, citizenship, disability, protected veteran status, or any other factor prohibited by applicable law.

 

 

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