Ticket Coordinator

T-Rex Solutions • Columbia, MD

2d • $40,000 - $60,000 • Onsite

About The Position

T-Rex Solutions is seeking a fully cleared Ticket Coordinator to join their team in Columbia, MD. This role is crucial for supporting national security infrastructure by managing dedicated ticket queues, prioritizing work, and assigning tasks to technical resources to ensure the resolution of end-user concerns while meeting service level objectives.

Requirements

• 1 year of experience in either a customer-centric environment such as an office administrative role or within a communications/project management role.
• Ability to multi-task, communicate clearly, and handle a high-stress environment.
• Active TS/SCI w/ FSP clearance.

Responsibilities

• Perform activities associated with the management of dedicated ticket queues, including prioritization of work and assignment to technical resources for resolution of end-user concerns while ensuring service levels and objectives are met.
• Monitor dedicated queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.
• Monitor dedicated queues to ensure SLAs are maintained.
• Assign tickets that are out of scope to the Service Desk/Other Teams.
• Ensure associated tickets are related to the parent ticket and proper follow-up is performed once the incident is resolved.
• Ensure proper assignment of tickets as well as facilitation of resource allocation based on workload.

Benefits

• Competitive salaries
• Performance bonuses
• Training and educational reimbursement
• Transamerica 401(k) with company match fully vested after 60 days of employment
• Cigna healthcare benefits
• PTO available to use immediately upon joining (prorated based on start date)
• Paid parental leave
• Individual and family health, vision, and dental benefits
• Annual budget for training, professional development and tuition reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed