Queue Coordindator (Level 2)

Location: Annapolis Junction, MD

Clearance: Active TS/SCI with Full Scope Polygraph

Shift: (Full time Sunday - Thursday 10 pm - 6 am)

Qualifications:

• High School and 4 years of customer service or
• Bachelor's degree and one year of Help Desk

Job Description:

• Provide technical assistance and telephonic support for Remote Monitoring to Intel Customers.
• Maintain documentation of problems and meet Service Level Agreement Requirements for calls answered and resolved.
• Help provide technical assistance and support for Workflow Management services
• Monitor and support ticket workflows
• Review, assign, reconcile and support the management of tickets throughout their lifecycle
• Help coordinate with IT service providers and communicate outages and plans for recovery

Physical Requirements:

• Must be able to remain in a stationary position 50%
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer.
• The person in this position frequently communicates with co-workers, management and customers, which may involve delivering presentations
• Working with Data
• Move about freely in a laboratory setting
• Repetitive Motions