Beyond SOF
Position Summary
Federal Data Systems is looking foraLevel 1 Queue Coordinator that will beMonitoring the queues and assigning tickets.
Essential Job Functions
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.
Minimum Required Qualifications
Due to the nature of this position and the information that employees will be required toaccess;U.S. Citizenship is required.
Two (2) to four (4) years experience in customer service, help desk, or network operations center environment
Required Security Clearance:TS/SCI w/ Full Scope Poly
Physical Requirements:
May be required to lift and carry items weighting up to 25 lbs. Requires intermittent standing, walking, sitting, squatting, stretching and bending throughout the workday.
#J-18808-Ljbffr
Essential Job Functions
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.
Minimum Required Qualifications
Due to the nature of this position and the information that employees will be required toaccess;U.S. Citizenship is required.
Two (2) to four (4) years experience in customer service, help desk, or network operations center environment
Required Security Clearance:TS/SCI w/ Full Scope Poly
Physical Requirements:
May be required to lift and carry items weighting up to 25 lbs. Requires intermittent standing, walking, sitting, squatting, stretching and bending throughout the workday.
#J-18808-Ljbffr