Job Information

AT&T Ticket Coordinator (Government) in Columbia, Maryland

AT&T Global Public Sector is a trusted provider of secure, IP enabled, cloud-based, network solutions and professional services to the Department of Defense . We are dedicated to recruiting, developing and empowering a diverse, high-performing workforce that is passionate about what they do, committed to our shared values and dedicated to our customers’ mission.

RIS I is the delivery of regional IT services to the end user. We offer support of end user devices including desktop, workplace peripherals, and voice and video devices. We support local and campus area networks, including wireless and cable plant.

AT&T has an opening fora Ticket Coordinatorto support the 24x7 Service Desk and 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.

Job Duties/Responsibilities:

  • Monitor dedicated queues and assign tickets to appropriate resources for troubleshooting and ticket resolution

  • Monitor dedicated queues to ensure SLAs are maintained

  • Assign the tickets which are out of scope to Service Desk/Other Teams

  • Ensure associated tickets are related to the parent ticket and proper follow-up is performed once incident is resolved

  • Ensure proper assignment of tickets as well as facilitation of resource allocation based on work load

Required Clearance:

Must be a US Citizen and able to obtain government clearance

Required Qualifications:

One (1) year experience in customer service, help desk, or network operations center environment.

Desired Qualifications:

Experience with Linux or Windows administration desired.

AT&T will consider for employment qualified applicants in a manner consistent with the requirements of federal, state and local laws. AT&T is an Affirmative Action/Equal Opportunity Employer and we are committed to hiring a diverse and talented workforce. EOE/AA/M/F/D/V

We expect employees to be honest, trustworthy, and operate with integrity. Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status.