24/7 IT Helpdesk Associate – Enterprise Support

Seneca Resources; Vienna (VA); On-site; USD 56,000 - 64,000; Full time

Job summary

Seneca Resources in Vienna, VA seeks a Service Desk Coordinator to join a 24/7 enterprise IT support team. You will be the first point of contact for incidents, questions, and service requests, providing technical help and ensuring first-contact resolution where possible.

The role requires strong written and verbal communication, solid IT knowledge, and the ability to multitask across systems. Experience with ServiceNow and ticketing workflows is a plus.

Qualifications

• Basic IT troubleshooting and problem resolution.
• Familiarity with enterprise systems and IT terminology.
• Strong verbal and written communication skills.
• Ability to multitask and manage time effectively.
• Ability to work independently and in a team.

Responsibilities

• Respond to inbound calls daily to provide technical support/troubleshooting
• Provide support via web queues, outbound interactions, and emails
• Leverage resources to resolve technical issues timely
• Use PC applications (e.g., word processing, spreadsheet, database, etc.) to document, maintain and report functions/activities
• Escalate requests outside of your scope when necessary
• Attend weekly staff/mentor meetings
• Remain cognizant of adherence to help promote business unit success
• Adhere to ETS Navy Federal practices, policies, and procedures
• Perform other related duties as assigned or appropriate

Skills

IT knowledge

Troubleshooting

IT terminology

Communication

Time management

Multitasking

Teamwork

Independent work

Tools

ServiceNow

Job description

Seneca Resources in Vienna, VA seeks a Service Desk Coordinator to join a 24/7 enterprise IT support team. You will be the first point of contact for incidents, questions, and service requests, providing technical help and ensuring first-contact resolution where possible.

The role requires strong written and verbal communication, solid IT knowledge, and the ability to multitask across systems. Experience with ServiceNow and ticketing workflows is a plus.