Job Description
Federal Data Systems is looking for a Level 1 Queue Coordinator that will be Monitoring 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 to access; 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.
