Ticket Coordinator (QC2) (Government)
- Columbia, MD
AT&T Global Public Sector is a trusted provider of secure, IP enabled, cloud-based, network solutions and professional services to the Department of Defense. We are dedicated to recruiting, developing and empowering a diverse, high-performing workforce that is passionate about what they do, committed to our shared values and dedicated to our customers' mission.
RIS I is the delivery of regional IT services to the end user. We offer support of end user devices including desktop, workplace peripherals, and voice and video devices. We support local and campus area networks, including wireless and cable plant.
AT&T has an opening for a Ticket Coordinator - To support the 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.
Description of Job Duties/Responsibilities:
• Monitor dedicated queues and assign tickets to appropriate resources for troubleshooting and ticket resolution
• Monitor dedicated queues to ensure SLAs are maintained
• Assign the tickets which are out of scope to Service Desk/Other Teams
• Ensure associated tickets are related to the parent ticket and proper follow-up is performed once incident is resolved
• Ensure proper assignment of tickets as well as facilitation of resource allocation based on work load
Required Clearance: TSSCI with Polygraph. (#polygraph)
Required Qualifications: 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.
Experience working with customer technology and support requirements. Experience working with SLAs. Strong time management and communication skills. Ability to adapt and prioritize work independently in a dynamic environment. Strong interpersonal and presentation skills. Experience with ITSM tools such as Remedy, Service Now, Service Manager, or equivalent required.
Desired Qualifications: ITIL v3 Foundations certification desired. Experience with desktop environment, local area networks, telephony, voice, land mobile radio, and/or video desired. Experience working in a customer service role desired.
AT&T will consider for employment qualified applicants in a manner consistent with the requirements of federal, state and local laws. AT&T is an Affirmative Action/Equal Opportunity Employer and we are committed to hiring a diverse and talented workforce. EOE/AA/M/F/D/V
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