Hybrid IT Service Desk Coordinator

Seneca Resources; Winchester (VA); Hybrid; USD 54,000 - 64,000; Full time

Job summary

Seneca Resources is seeking a Service Desk Coordinator to join our fast-paced, enterprise-focused IT team. The role acts as the first point of contact for incidents, questions, and service requests across 24/7 operations, driving timely resolution and user satisfaction.

The position supports hybrid work with 12 onsite days per month in Winchester, VA (and nearby VA/FL locations). You will document activities, collaborate with teammates, and escalate when needed to ensure reliable IT service

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.

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

Administrative issues

Communication skills

Soft skills

Time management

Multitasking

Teamwork

Tools

ServiceNow

Job description

Seneca Resources is seeking a Service Desk Coordinator to join our fast-paced, enterprise-focused IT team. The role acts as the first point of contact for incidents, questions, and service requests across 24/7 operations, driving timely resolution and user satisfaction.

The position supports hybrid work with 12 onsite days per month in Winchester, VA (and nearby VA/FL locations). You will document activities, collaborate with teammates, and escalate when needed to ensure reliable IT service