What You Will Do:
At Independent Software, as a Ticket Coordinator, you will manage dedicated ticket queues to ensure end-user issues are properly prioritized and assigned to the appropriate technical resources for resolution. You will monitor ticket activity, support effective resource allocation, and help ensure established service levels and objectives are consistently met.
This role requires strong organization, communication, and multitasking skills and the ability to work effectively in a fast-paced, high-stress environment.
Key Responsibilities:
- Monitor dedicated ticket queues and assign tickets to appropriate technical resources for troubleshooting and resolution
- Monitor ticket queues to ensure Service Level Agreements (SLAs) are maintained
- Identify tickets that are outside the team's scope and route them to the Service Desk or appropriate support team
- Ensure associated tickets are properly linked to the parent ticket
- Perform appropriate follow-up after incidents are resolved
- Ensure tickets are properly assigned based on technical support needs
- Facilitate resource allocation based on workload and ticket volume
- Manage multiple priorities while communicating clearly with technical teams and stakeholders
Required Skills and Qualifications:
- Minimum of one (1) year of experience in a customer-centric environment, such as an office administrative role, communications role, or project management environment
- Strong organizational and multitasking skills
- Ability to communicate clearly and professionally
- Ability to prioritize work and manage multiple tasks simultaneously
- Ability to work effectively in a high-stress, fast-paced environment
Education and Experience:
- Minimum of one (1) year of relevant customer-centric experience required
Clearance Requirement:
- Must possess an active TS SCI with appropriate Polygraph to be considered for this role
Why Choose Independent Software:
At Independent Software, our people are the mission. We’ve built a company around collaboration, integrity, and innovation and we make sure our team has the tools and support to grow, succeed, and thrive.
When you join us, you will:
- Support critical national security missions that matter
- Be part of a close-knit, employee-first culture where your voice is heard
- Expand your skills through ongoing training, mentorship, and career development
- Enjoy competitive compensation, generous benefits, and work-life balance
Ready to take the next step in your career? Join us and be part of something bigger.
Apply today.
We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
Skills Required
- At least one year of relevant customer-centric experience
- Strong organizational and multitasking skills
- Clear and professional communication skills
- Ability to prioritize work and manage multiple tasks simultaneously
- Ability to work effectively in a high-stress, fast-paced environment
- Active TS/SCI clearance with appropriate polygraph
What We Do
Independent Software, Inc. is a professional services company that provides information technology products and services to mission-oriented Federal Civilian Agencies. The company specializes in cloud computing and cybersecurity, offering solutions for network, database, and web security, as well as web monitoring. They are dedicated to ensuring national security and supporting soldiers through the delivery of high-quality intelligence products and highly skilled personnel.
