Ticket Coordinator

Job Description

Summary:

The IT Field Ticket Coordinator’s responsibilities are to receive, validate, schedule with customer, plan, and assign tickets to designated field technicians for parts pick-ups and hardware IT repair services. The IT field ticket coordinator will communicate directly with the designated field technicians responsible for services as well as with the end-customers requesting service. The IT Field Ticket Coordinator will be required to adhere to contractual Service Level Agreements (“SLAs”).

Key Responsibilities:

• Receive, validate, update, and end-user requests for hardware repair services via ticketing system and in compliance with contractual SLAs. 
• Schedule repair services with end-users via phone and/or e-mail.
• Plan and assign designated field technicians to end-user service tickets as efficiently as possible.
• Provide customer service support via phone and/or e-mail.
• Communicate with other coordinators and teammates effectively. 
• Delivery outstanding end-user experience through ticket assignments and strong customer service.
• Document and manage end-user requests consistently in the IT ticketing system.
• Provide reporting from IT ticketing system as required.
• Protect the integrity and confidentiality of all end-user and ticket data.
• Attend team meetings as required.

Required Qualifications:

• Must have a high school diploma with college or technical degree preferred.
• Ability to work in a fast-paced environment and multi-task under limited supervision required.
• Familiarity with modern technology and IT troubleshooting and best support practices through previous job experience or education required.
• Demonstration of punctuality and excellent communication and interpersonal skills required. 
• US citizenship required.

Preferred Qualifications:

• Prior customer service experience preferred.
• Previous experience with ServiceNow or other IT Service Management systems preferred.
• Previous logistics experience is not required but preferred.
• Familiarity with the Washington, D.C. metro region is a plus but not required.