Position Summary

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.