Queue Coordinator I
Annapolis Junction, MD
Business Group Highlights
The Intelligence group provides high-end systems engineering and integration products and services, data analytics and software development to national and military intelligence customers. Serving federal agencies and the Intelligence Community for more than 50 years, the Intelligence group helps our clients meet their mission needs by providing trusted advisors, leading-edge technologies, and innovative solutions.
Every day at Perspecta, we enable hundreds of thousands of people to take on our nation's most important work. Were a company founded on a diverse set of capabilities and skills, bound together by a single promise: we never stop solving our nation's most complex challenges. Our team of engineers, analysts, developers, investigators, integrators and architects work tirelessly to create innovative solutions. We continually push ourselvesto respond, to adapt, to go further. To look ahead to the changing landscape and develop new and innovative ways to serve our customers.
Perspecta has an immediate need for aQueue CoordinatorinAnnapolis Junction, Md.
The Level 1 Queue Coordinator shall possess the following capabilities to perform the following routine tasks: Monitoring the queues and assigning tickets; 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.
Qualifications: Two (2) to four (4) years experience in customer service, help desk, or network operations center environment. Experience with Linux or Windows administration desired. ITIL v3 Foundations certification desired.
Clearance required: Candidates must have a TS/SCI Poly Clearance
What matters to our nation, is what matters to us. At Perspecta, everything we do, from conducting innovative research to cultivating strong relationships, supports one imperative: ensuring that your work succeeds. Our company was formed to bring a broad array of capabilities to all parts of the public sectorfrom investigative services and IT strategy to systems work and next-generation engineering.
Our promise is simple: never stop solving our nations most complex challenges. And with a workforce of approximately 14,000, more than 48 percent of which is cleared, we have been trusted to just that, as a partner of choice across the entire sector.
Perspecta is an AA/EEO Employer - Minorities/Women/Veterans/Disabled and other protected categories.
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As a government contractor, Perspecta 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 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 contractor's legal duty to furnish information. 41 CFR 60-1.35(c)