{"id":1989719,"url":"https://alion.io/job/independent-software-queue-coordinator-level-1","title":"Queue Coordinator, Level 1","company":{"id":3847651,"name":"Independent Software","domain":"independent-software.com","url":"https://alion.io/company/independent-software","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Administrative","role_family":"Administrative","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Annapolis Junction, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":42000,"max_usd":91000,"period":"year","method":"role_country_seniority_unknown","sample_n":7484},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Service Desk","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"closed","first_seen_at":"2026-10-07T02:26:53Z","employer_posted_date":null,"last_verified_at":"2026-10-08T10:53:00Z","board_verified":false,"closed_at":"2026-10-08T10:53:00Z","days_open":1,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":1},"description":"Security clearance: Top Secret/SCI\nWho are we?\n\nIndependent Software is a consulting, product, and solutions firm dedicated to the practical application of software and system engineering technologies to solve complex problems. We bring together world class engineers with proven engineering best practices, domain expertise, commercial technologies, and proven agile management approaches to create high value solutions aimed at helping our customers meet their most critical business and mission objectives.\n\nWhy Independent Software?\n\nWe are focused on continual learning and evolution. We don’t do things because “that’s the way we’ve always done things”; we listen to our employees and adapt to the changing marketplace. We look at the big picture and encourage our engineers to get training and certifications in emerging technologies that will help shape our customer’s mission.\n\nWe’ve been profitable year after year. We’re always on the lookout for great engineers to join the team and we recognize that our employees are the heart and soul of what we do. We focus on recruiting talented people, treating them right, and then allowing them to do what they do best. No red tape. No micromanagement. Smart people want to work with smart people, and we love people who are passionate about what they do and finding ways to do it better.\n\nTop Reasons to Work at Independent Software:\n\nGreat people deserve even better benefits, from comprehensive healthcare coverage and generous leave time to discounts with all our vendors.\n\nYou are not just a job title. That's why we tip the work-life balance scale in your favor. It's not about being billable, it's about being valuable.\n\nWhether you're working on-site or in our offices, your role at Independent Software is just as critical to our success as your coworker's.\n\nWe're constantly researching and implementing the latest technology, so you've always got the right tools at your disposal.\n\nAs we've grown, we've retained that small company feel. When we say we have an open-door policy, we actually mean it.\n\nIndependent Software is comprised of wonderfully generous folks. We believe in supporting the causes our employees care about. Bring us an opportunity to help and we'll listen.\n\nTeamwork got us where we are today. Our collaborative environment allows you to maximize your true potential.\n\nThe work we do is exciting, critical stuff. No matter your role at Independent Software, you're helping us keep the nation safe and secure.\n\nWe have a history of great achievement, and, with each year, our company gets even bigger and better. As we grow, so does the opportunity for our employees.\n\nWe host a variety of fun employee and family events throughout the year to say thanks for all that you do to make Independent Software a technology leader as well as a phenomenal place to work.\n\nBenefits:\n\nCompetitive salary\n\nCompany Sponsored Health, Dental, and Vision Insurance plans\n\nCompany Paid Long Term Disability, Short Term Disability and Life Insurance\n\nEmployee Assistance Program\n\nYour retirement plan is an important benefit you shouldn’t overlook. We offer a 401(k) Profit Sharing Plan and Trust that offers a powerful way to enhance your long-term financial well-being by investing in yourself. We offer immediate eligibility and company matching.\n\nA generous Paid Time Off and Holiday package\n\nPaid training! We encourage all employees to seek out training opportunities like conferences, certification courses and seminars.\n\nWe truly believe the right work-life balance can exist, and it's here at Independent Software. Our work is extremely important, but your job is just a part of who you are. When you enjoy your life outside of our walls, you're at your best the next time you walk through our doors. We do all we can to assure that happens every day.\n\nIndependent Software is an Equal Opportunity Employer EOE, M/F/D/V.\n\nQueue Coordinator, Level 1\n\nAnnapolis Junction, MD \n\nFull Time \n\nHelp Desk \n\nMid Level \n\nWhat You Will Do: \n\nAt Independent Software, as a Queue Coordinator, Level 1, you will support a mission-critical operations environment by managing ticket queues, coordinating workflow, and ensuring service requests are properly routed, prioritized, and resolved within established Service Level Agreements (SLAs).\n\nYou will serve as a central point of contact for customers and technical teams, monitor incoming requests for accuracy and completeness, track tickets through resolution, and escalate issues when necessary. You will work closely with technical teams to maintain ticket quality, prevent SLA breaches, and support efficient day-to-day operations.\n\nKey Responsibilities:\nServe as a central point of contact for ticket routing and provide support to customers and technicians by telephone, chat, and email.\nValidate incoming tickets to ensure they are complete, accurate, and compliant with established documentation and workflow standards.\nMonitor ticket queues and SLAs, prioritizing and assigning tickets based on urgency, impact, and remaining SLA time.\nTrack assigned work and follow up with technicians or teams to prevent SLA breaches.\nEscalate complex, high-impact, or stalled tickets to higher-level support or management using established escalation procedures.\nCollaborate with technical teams to improve ticket quality, routing accuracy, and overall workflow efficiency.\nMaintain clear and accurate ticket documentation and status information.\nSupport a mission-essential environment, including holiday coverage when required.\n\nRequired Skills and Qualifications:\n Strong interpersonal and communication skills.\nExperience supporting IT operations, service desk, help desk, ticket management, or a similar customer-focused technical environment.\nExperience working with ticketing or IT service management systems.\nAbility to prioritize multiple requests and manage workload in a fast-paced environment.\nStrong attention to detail and ability to maintain accurate documentation.\nAbility to communicate effectively with customers, technicians, and management.\nAbility to independently track assignments and follow up to ensure timely resolution.\nProficiency with Microsoft Office Suite is desired.\n\nEducation and Experience:\n\nCandidates must meet one of the following:\n High School Diploma or GED plus ten (10) years of relevant experience; OR\nBachelor's degree plus five (5) years of relevant experience.\n\nSchedule:\n\nCandidates must be available to work the following schedule:\n\nSaturday–Sunday, 6:00 AM–6:00 PM and Monday–Thursday, 7:00 AM–3:00 PM.\n\nInitial training will be conducted Monday–Friday, 7:00 AM–3:00 PM.\n\nThis position is mission essential and may require work on holidays when necessary.\n\nClearance Requirement:\n Must possess an active TS SCI with appropriate Polygraph to be considered for this role\n\nWhy Choose Independent Software:\n\nAt 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.\n\nWhen you join us, you will:Support critical national security missions that matter\nBe part of a close-knit, employee-first culture where your voice is heard\nExpand your skills through ongoing training, mentorship, and career development\nEnjoy competitive compensation, generous benefits, and work-life balance\n\nReady to take the next step in your career? Join us and be part of something bigger.\n\nApply today.\n\nWe’re an equal opportunity employer. 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