Ticket Coordinator Level 1
Ticket Coordinator Level 1
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Job Description
Monitor ticket queue to ensure tickets are assigned worked and resolved in accordance with defined Service Level Agreements (SLAs). Positions are shiftbased work providing 12x5 coverage.
The level 1ticket coordinator shall possess the following capabilities to perform the following routine tasks: Monitoring the queues and assigning tickets; verify correct routing of tickets and reroute incorrect tickets; Assign and prioritize tickets to support resources based on location and required skillset. Notify onsite resources of critical or high priority tickets; Coordinate ticket resolution activities with endusers to include scheduling of onsite visit and followup; Maintain proper ticket status for all tickets within a defined queue; document resolution activities in tickets including tasks such as enduser communications interactions with enduser and ticket closure.
Requirements
TS/SCI with Full Scope Polygraph
Minimum education and experience level: High school/GED and a minimum of four (4) years of experience. Equivalent education and experience: Associates degree and two (2) years of experience.
Required Experience:
IC
Employment Type
Full-Time
