Ticket Coordinator with TS/SCI FS Poly

US-MD-Columbia
Job ID
2017-2513
# of Openings
19
Category
Information Technology Services

Overview

Founded in 1987, IMG has been a leading small business that exemplifies competence, integrity and follow-through by consistently providing customer focused professional services derived from our knowledge of the customer, understanding of the requirements, development of our approach, proposal of our solution, delivery of our offerings, and the effective management of our services to ensure that our company is recognized for our relentless pursuit of improvement and for continually exceeding expectations.

 

IMG is currently in the process of building technical teams to help support one of our federal government customer’s in Maryland. These teams will be responsible for providing enterprise management services to include service delivery in the following areas: build and implementation, operation and maintenance, connectivity, logistics management, identification of asset components, asset management, customer support services and ops and engineering support services.

 

The majority of these technical teams will be operating out of a contractor owned facility in Columbia, MD, but all team members will be responsible for helping support several other government sites across the Washington metropolitan area.

 

IMG is seeking Ticket Coordinators with TS/SCI Full Scope Polygraph for work at its Columbia, MD location.

Responsibilities

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:

  1. Monitoring dedicated queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.
  2. Monitoring dedicated queues to ensure SLAs are maintained.
  3. Assigning the tickets which are out of scope to Service Desk/Other Teams
  4. Ensuring associated tickets are related to the parent ticket and proper follow-up is performed once incident is resolved
  5. Ensuring proper assignment of tickets as well as facilitation of resource allocation based on work load
 

Qualifications

 

Required Skills, Experience, and Education:    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

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

Required Clearance:  Candidate must have a TS/SCI polygraph clearance

Desired:  ITIL v3 Foundations certification desired.

 

IMG COMPANY BENEFITS

 

Health, dental, vision, and life insurance

401(k) with company match

20 days of personal leave plus paid holidays

Certification Reimbursement

 

Information Management Group is an EOE. All qualified applicants will receive consideration for employment without regard to Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation/National Origin

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