Ticket Coordinator with Security Clearance

Job Description: Quevera is seeking a Ticket Coordinator to join our team. At Quevera, we don't just offer jobs-we provide opportunities to be part of a dynamic, forward-thinking community that fosters innovation, collaboration, and personal growth. You'll work with industry experts, take on exciting challenges, and have the creative freedom to build cutting-edge solutions, all while advancing your career in a space that truly values your skills and ideas. HIGHLIGHT'S OF WORKING FOR QUEVERA: Quevera employees voted Quevera as a TOP EMPLOYER in the Baltimore /DC area by the Washington for 2025 for the 5th consecutive year. Excellent Quevera's Benefits: Medical/Dental/Vision (100% Employer Paid Medical Plan) Short/Long Term Disability (Employer Paid) Life Insurance (Employer Paid) Yearly $5,000 towards education/training/certification. Employees are in control of their career path through our Career Pathway Program. Employer paid Company Vacation Package for you and a guest. Retirement: Quevera will match up to 6% towards your 401K and an additional 4% profit sharing. REQUIRED - MUST have a current TS/SCI Polygraph clearance to apply for role. Only those with a current TS/SCI with Poly clearance will be considered. Duties and Responsibilities: As part of a 24x7 Service Desk, perform the activities associated with the management of dedicated ticket queues to include prioritization of work and assignment to technical resources for resolution of end user concerns while ensuring service levels and objectives are met. 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 Required Experience: 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. Quevera is an equal opportunity employer and does not discriminate on the basis of any legally protected status or characteristic. Protected veterans and individuals with disabilities are encouraged to apply.