Field Support Scheduling Coordinator

Edgewater Federal Solutions is looking for an end-user support with processes for managing and delivering services that are ITIL® conformant. The Subcontractor shall resolve incidents, service requests, and problems associated with service failures or degradations that are related to hardware and software computing devices (including mobile equipment). Additionally, the Subcontractor shall support multi-user rooms (e.g., Skype rooms, classrooms) and video and collaborative technologies.

This role is critical in ensuring smooth operations by managing service requests, coordinating field technicians, and maintaining seamless communication between customers and technical staff. The Scheduling Coordinator will be responsible for monitoring service queues, dispatching technicians efficiently, and troubleshooting basic customer issues over the phone.

As the first point of contact for customers requiring technical assistance, the Scheduling Coordinator must possess strong communication skills, a proactive mindset, and the ability to multitask in a fast-paced environment. Whether it’s handling urgent "hot calls," educating customers on conference room technology, or ensuring tickets are processed correctly, this role plays a vital part in delivering exceptional customer support.

The Scheduling Coordinator is responsible for overseeing incoming service requests, managing technician schedules, and ensuring customers receive timely assistance. This role requires excellent problem-solving skills, attention to detail, and the ability to prioritize tasks effectively.

• Answer and manage inbound customer calls and emails, ensuring timely responses and issue resolution.
• Handle urgent "hot calls", dispatching technicians immediately to address critical conference room issues.
• Educate customers over the phone on how to operate conference room equipment when applicable.
• Create and manage service tickets in ServiceNow, including manually inputting tickets when necessary.
• Process and dispatch tickets, fine-tuning requests and ensuring accurate assignment to field technicians using a round-robin system.
• Monitor service queues, tracking new incoming tickets and prioritizing urgent requests.
• Verify and correct ticket data, working directly with customers to gather the correct details for service requests.
• Monitor customer communication channels, including team email and phone lines, to ensure swift response times.
• Troubleshoot and resolve simple technical issues remotely, assisting customers over the phone when possible before dispatching a technician.
• Collaborate with field technicians and other departments to ensure efficient service operations.

• High School Diploma and at least 3 years of relevant experience.
• U.S. Citizenship is required per contract to obtain and maintain a U.S. Department of Energy Q clearance.
• Strong communication and customer service skills, with the ability to explain technical concepts clearly.
• Excellent multitasking and organizational abilities, capable of handling multiple service requests at once.
• Problem-solving mindset, able to troubleshoot simple technical issues over the phone.
• Attention to detail, ensuring all tickets are accurate and dispatched appropriately.
• Ability to work in a fast-paced environment, prioritizing tasks effectively.
• Basic technical proficiency, with an understanding of IT service work-flows.
• Team-oriented approach, able to collaborate effectively with field technicians and support teams.
• Proficiency in service ticketing tools (e.g., ServiceNow or similar platforms) is preferred.

Desired Experience:

• 1-2 years of experience in a scheduling, dispatching, customer service, or technical support role.
• Experience using ServiceNow or similar industry service management/ticket management tools.
• Background in IT support, help desk, or audio-visual (AV) technology is a plus.
• Familiarity with conference room technology and troubleshooting is an advantage.
• Prior experience in a fast-paced service environment.

About Us: 

Edgewater Federal Solutions is a privately held government contracting firm located in Frederick, MD. The company was founded in 2002 with the vision of being highly recognized and admired for supporting customer missions through employee empowerment, exceptional services and timely delivery. Edgewater Federal Solutions is ISO 9001, 20000-1, 270001 certified, appraised at CMMI Level 3 Maturity for Development and Services, and has been named in the Top Workplaces in the Greater Washington Area Small Companies for 2018 through 2024.

It has been and continues to be the policy of Edgewater Federal Solutions to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, veteran status, and/or other statuses protected by applicable law.