Queue Coordinator, Level 1

Level 1 Queue CoordinatorFederal 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.