Mercom Corporation is seeking qualified candidates for a Ticket Coordinator the Ft. Meade, MD area. This position will be directly supporting multiple agencies within Intelligence Community and requires an active TS/SCI clearance. The candidate will perform tasks in support of Mission Critical IT operations and will be tasked with the timely completion of assigned duties. Day to day tasks can and will have direct impact on warfighters stationed throughout the world. The ideal candidate for this position would be one that can work well under pressure and can also work in a team environment and/or on individual projects.

Responsibilities Include:

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

Basic 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:
Candidate must have a TS/SCI polygraph clearance

Mercom Corporation is a Women Owned Small Business (WOSB), Economically Disadvantaged Women Owned Small Business (EDWOSB) and a Small Disadvantaged Business. With offices both Pawleys Island, SC and Fairfax, VA, Mercom provides our customers with unique solutions based on state of the art technologies for today and tomorrow. We pride ourselves in understanding our customer's requirements and assisting them in improving their network and security infrastructure while maintaining a high level of service and dedication to integrity. Our focus is combining the best technology with the best people, affording our clients the finest solution with first class customer service and dedication to excellence.

Mercom is an ISO 9001:
2008 certified company.

In addition to maintaining ISO 9001:
2008, Mercom is CMMIDEV /3 certified.

Mercom Corporation is an Equal Employment Opportunity (EEO) Employer. Mercom is a drug free workplace.

All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, veteran status, sex, national origin, or any other legally protected status.

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