AEITS, Inc., a GTSC company, is growing its team! Seeking a Systems Administrator I Workflow Queue Coordinator, Level 1.
Location: Annapolis Junction, MD.
~~~ Shift WORK - Sunday to Thursday, 2 PM to 10 PM (Must train Mon to Fri, 7 AM to 3 PM).
Mission-critical position may require work on holidays.
All work is on-site. This is not a hybrid or remote position.
Clearance: Active Top Secret SCI with appropriate polygraph.
Job Responsibilities:
- Ticket Management - Workflow Queue Coordinator.
- Serve as a central point of contact for ticket routing, providing support via telephone, chat, and email to customers and technicians.
- Validate incoming tickets to ensure they are complete, accurate, and compliant with established documentation and workflow standards.
- Monitor queues and SLAs, prioritizing and assigning tickets according to urgency, impact, and remaining SLA time.
- Track progress of assigned work, following up with technicians or teams to prevent SLA breaches.
- Escalate complex, high-impact, or stalled tickets to higher-level support or management, following defined escalation paths.
- Collaborate with support teams to improve ticket quality, routing accuracy, and overall workflow efficiency.
- This position is mission essential and may include work on holidays when required.
Education Requirements
- High School or GED with 10 years of experience.
- Bachelor's degree with 5 years of experience.
Skills and Tools
Mandatory:
Interpersonal Communication Abilities
SupportIT
Desired:
Microsoft Office Suite
Education and Experience Qualifications:
- High School Diploma or GED and 10 years of experience.
- Bachelor's degree with 5 years of experience.
- Only IT-related work experience will count towards the years of experience.
Skills and Tool Experience:
- Customer Service
- ServiceNow Ticketing System
BENEFITS - Full-time Employees
- 401K with employer contribution. Fully vested at 1 year anniversary.
- Five (5) weeks comprehensive annual leave (25 workdays).
- Additional leave can be earned in lieu of overtime.
- 11 Paid Federal Government Holidays.
- Up to $5,000 annually for individually tailored education / training program.
- All education plans must be pre-approved by Advantage Engineering management.
- Life Insurance at 1x annual salary with employee option to purchase additional coverage for self and dependents.
- Short-term and long-term disability.
- We contribute a generous portion towards the cost of monthly medical plans for any of the three medical, 1 dental and 1 vision plan provided by CareFirst.
- All employees are eligible to earn generous incentives and performance bonuses.
AEITS, a GTSC company, is proud to be an equal opportunity employer, committed to recruiting, hiring, and promoting qualified people of all backgrounds, regardless of sex, race, color, creed, national origin, religion, age, marital status, pregnancy, physical, mental or sensory disability; sexual orientation; gender identity or any other basis protected by federal, state or local law. Learn more about your EEO rights as an applicant.
GTSC is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. If you have a disability and require assistance with our online application process, please tell us how we can help by contacting us at Recruiting@GTSC.com
Note: This accessibility is intended for individuals requiring accommodation and should not be used to check the status of your application. Inquiries not specific to requesting accommodation will be discarded.
GTSC participates in the E-Verify program in all locations as required by law. Learn more about the E-Verify program.
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