Hybrid IT Service Desk Coordinator

Zillion Technologies, Inc.; Vienna (VA); Hybrid; USD 38,000 - 53,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

Disability insurance

401(k)

Job summary

Zillion Technologies, Inc. is seeking a Service Desk Coordinator for a fast-paced, 24/7 enterprise IT support function. You’ll be the first point of contact for incidents and service requests, aiming for first-contact resolution while escalating where needed.

The role demands multitasking across systems and strong customer service skills. The position is hybrid (3 days in Vienna, VA; 2 days remote) with on-site requirements.

Qualifications

• Knowledge and understanding of the information technology field.
• Basic skill troubleshooting and resolving technical problems.
• Exposure to enterprise systems and IT terminology.
• Exposure to solving routine or standard administrative, operational, or system problems and issues.
• Effective verbal and written communication skills.
• Ability to leverage finesse/soft skills when interacting with end users.
• Basic organizational, planning, and time management skills.
• Ability to handle multiple tasks simultaneously with a high degree of accuracy.
• Ability to work independently and in a team environment.
• Desired - 3+ years of Tier 1 support and capabilities or similar.
• Desired – Call Center or front-line customer support experience.
• Desired - Knowledge of policies, and procedures.
• Desired - Knowledge of ITIL (Information Technology Infrastructure Library).
• Desired - Previous customer service in a fast-paced environment.
• Desired - Familiar with ticketing software (ServiceNow) would be a plus.

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.
• Perform other related duties as assigned or appropriate.

Skills

IT knowledge

Troubleshooting

Enterprise systems

IT terminology

Communication skills

Time management

Multitasking

Independence & teamwork

Tier 1 support

Call center experience

ITIL

ServiceNow

Tools

ServiceNow

Job description

Zillion Technologies, Inc. is seeking a Service Desk Coordinator for a fast-paced, 24/7 enterprise IT support function. You’ll be the first point of contact for incidents and service requests, aiming for first-contact resolution while escalating where needed.

The role demands multitasking across systems and strong customer service skills. The position is hybrid (3 days in Vienna, VA; 2 days remote) with on-site requirements.