Ticket Operations Assistant Jobs in Virginia (NOW HIRING)

Together, We Enhance Innovation and Growth

i2G specializes in advanced physical electronic security and life safety solutions. I2G has proven experience in surveillance, access control, and intrusion detection systems, biometrics, fence sensors, radars, ground sensors, anti-drone technologies, and more. We excel in design, project management, commissioning, and enterprise technology integrations.

i2G's mission is to provide the products and services that meet our customers' needs to give them a vital advantage in today's market, helping to protect what matters most.

The Field Operations Coordinator plays a vital role in optimizing field service delivery by managing technician scheduling, dispatching, and service ticket workflows. This role serves as the central liaison between field service technicians, project teams, and clients, ensuring work orders are executed efficiently, tracked accurately, and closed out in a timely manner.

Technician Scheduling & Dispatch

• Manage daily scheduling, dispatching, and routing for field technicians to optimize route efficiency, project timelines, and SLA commitments.

• Serve as the primary point of contact for technicians regarding schedule adjustments, on-site delays, emergency dispatches, and logistical support.

• Coordinate with project managers and operations leadership to allocate field resources according to skill sets, certifications, and project priorities.

Ticket Lifecycle & Workflow Management

• Monitor and manage the full lifecycle of service and work order tickets from creation through completion in the ticketing system.

• Review technician notes, parts usage, and labor hours for accuracy and completeness before closing tickets.

• Track outstanding, delayed, or escalated tickets, proactively resolving bottlenecks to ensure high first-time fix rates and prompt issue resolution.

Cross-Functional & Customer Coordination

• Communicate proactively with clients regarding technician arrival windows, service updates, and follow-up requirements.

• Collaborate with procurement and warehouse teams to verify that required materials, parts, and equipment are available prior to technician dispatch.

• Coordinate with internal engineering, project management, and billing teams to ensure seamless handoffs and accurate job costing.

Operational Reporting & Process Improvement

• Generate weekly and monthly metrics on technician utilization, ticket resolution times, and schedule adherence.

• Identify recurring workflow bottlenecks and recommend process improvements for dispatch and ticket completion.

• Assist in maintaining standard operating procedures (SOPs) for dispatch and field service workflows.

• Associate or Bachelor's degree in Business Administration, Operations, Supply Chain, or a related field (or equivalent practical experience).

• 2+ years of experience in operations coordination, service dispatch, field service coordination, or technical scheduling.

• Proven experience utilizing ticketing systems, Field Service Management (FSM) software, or CRM platforms (e.g., Salesforce, ServiceNow, ConnectWise, Jira).

• Familiarity with physical security, low-voltage, life safety, or telecommunications field operations is strongly preferred.

• Strong organizational, multitasking, and problem-solving skills in a fast-paced environment.

• Excellent written and verbal communication skills, with a focus on cross-functional collaboration and customer service.

• Proficiency with the Microsoft Office Suite (especially Excel and Outlook) and Google Workspace.

This is a Field Operations Coordinator opportuity with i2G Systems. Learn more about i2G Systems: https://www.i2gsystems.com

"Kastle Systems Makes Strategic Investment in i2G Systems, Strengthening Leadership in Serving High-Security Industries and High-Value, Large Scale Facilities" Read More About the Partnership Here:

https://www.kastle.com/kastle-systems-makes-strategic-investment-in-i2g-systems-strengthening-leadership-in-serving-high-security-industries-and-high-value-large-scale-facilities/  

At i2G Systems, we believe that diversity makes us stronger -  at work and in the world.  i2G Systems is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, marital status, pregnancy or any other basis protected by applicable federal or state laws.