Ticket Coordinator with TS/SCI Full Scope Polygraph

As part of a 24x7 Service Desk, perform the activities associated with the management of dedicated ticket queues to include prioritizing of work and assignment to technical resources for resolution of end user concerns while ensuring service levels and objectives are met.

Responsibilities include:

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

Clearance Required: TS/SCI with Full-scope Polygraph

Certifications: ITIL v3 Foundations certification desired but not required

Education/Years of Experience:

• Two (2) to four (4) years experience in customer service, help desk, or network operations center environment.
• Experience with Linux or Windows administration desired.

Founded in 1987, IMG is a leading small business that exemplifies competence, integrity and follow-through. We consistently provide customer focused professional services, which ensures our company is recognized for continually exceeding expectations. We believe that at the core of our success stand our people. Our people have provided professional services in the Information Technology field for our customers with a commitment to customer satisfaction for more than 35 years.Information Management Group, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.