Ticket Coordinator - Level 1

Location

Maryland | United States

Job description

Stratum Networks is a rapidly growing information assurance and cybersecurity solutions  

company that provides high-end network and security consulting to Department of Defense and   Intelligence Community clients. We are looking for a talented and passionate Level 1 Queue Coordinator who would support one of our clients located in the  Annapolis   Junction, MD area.  

CANDIDATES ARE REQUIRED TO HAVE AN ACTIVE TS/SCI WITH POLYGRAPH TO BE CONSIDERED FOR THE POSITION.  

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

Requirements:

Two (2) to four (4) years experience in customer service, help desk, or network operations center environment. Experience with Linux or Windows administration desired. ITIL v3 Foundations certification desired.

Clearance required: TS/SCI with poly

STRATUM NETWORKS OVERVIEW:  

Stratum Networks is a rapidly growing information assurance and cybersecurity solutions  

company with expert knowledge of implementing secure infrastructure, providing security  

integration, development, assessment and training solutions. Our high-end network and security   consulting to Department of Defense and Intelligence Community clients create robust, secure   network infrastructure, policies, and procedures for local and global, terrestrial and satellite   Networks.  

As leading experts in their fields, our certified and highly experienced network, software   development, IT support and security professionals are able to provide the necessary design,   implementation, and consulting services to meet the demanding requirements of mission-critical   networks. To learn more, visit  .  

Stratum Networks, Inc is an equal opportunity employer, who participates in E-Verify. All   qualified applicants will receive consideration for employment without regard to race, color,   national origin, gender, religion, age, disability, veteran’s status, or any other classification as   required by applicable law.  

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