Current Job Openings

Ticket Coordinator 1

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Sound Engineering Solutions

Total Compensation range of $37,250 - $53,180 per year

Compensation package includes 100% company Funded BCBS Health, Dental and Vision Insurance Plan. 3 weeks PTO, 11 Government Holidays and more......

Active & Current TS/SCI w/ Full Scope Poly Required

​Full Job Description

Job Title: Ticket Coordinator 1​​

Locations: Columbia, MD

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:

• 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

Qualifications:

• Active & Current TS/SCI Full Scope Poly Clearance is REQUIRED
• Qualifications: 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.​

Sound Engineering Solutions
443.328.6423
[email protected]
​1213 Liberty Road, Suite 273
​Eldersburg, MD 21784