2 days old

Queue Coordinator II

Annapolis Junction, MD 20701
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Responsibilities

Peraton has an immediate need for a Queue Coordinator in Annapolis Junction, Md.

The Queue Coordinator shall possess the following capabilities:

  • 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

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 desktop environment, local area networks, telephony, voice, land mobile radio, and/or video desired
  • Experience with ITSM tools such as Remedy, Service Now, Service Manager, or equivalent required
  • Experience working in a customer service role desired

Required Clearance: 'TS/SCI with Polygraph Clearance'

Requires A+ and/Or .Net Certification

Desired: ITIL v3 Foundations certification desired.

#CJ


About Peraton

Peraton drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the worlds leading mission capability integrator and transformative enterprise IT provider, we deliver trusted and highly differentiated national security solutions and technologies that keep people safe and secure. Peraton serves as a valued partner to essential government agencies across the intelligence, space, cyber, defense, civilian, health, and state and local markets. Every day, our 22,000 employees do the cant be done, solving the most daunting challenges facing our customers.

We are an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state, or local law.

As a government contractor, Peraton abides by the following provision

Pay Transparency Nondiscrimination Provision

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of the other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c).

Industry

  • Information Technology
Posted: 2021-05-11 Expires: 2021-06-09

With offerings in mission services, digital transformation and enterprise operations, our team of 14,000 engineers, analysts, investigators and architects work tirelessly to create innovative solutions. We have the expertise and experience not only to devise solutions, but to execute on them successfully.

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Queue Coordinator II

Perspecta
Annapolis Junction, MD 20701

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