Hybrid Service Desk Specialist

System One; Vienna (VA); Hybrid; USD 51,000 - 69,000; Full time

Job summary

System One in Vienna, VA is seeking a Service Desk Coordinator for a contract role. You will respond to inbound calls, provide troubleshooting support, and document issues using standard tools. This hybrid position combines on-site and remote work across our client environments.

Ideal candidates have IT knowledge, strong communication, ability to multitask, and experience in Tier 1 support or service desk roles. Familiarity with ITIL and ServiceNow is a plus.

Qualifications

• Knowledge and understanding of the information technology field.
• Basic troubleshooting skills to resolve technical problems.
• Familiarity with enterprise systems and IT terminology.
• Strong verbal and written communication abilities.
• Ability to multitask and manage time with accuracy.
• Experience in Tier 1 support or call center environments is preferred.
• Familiarity with ServiceNow ticketing system is a plus.
• Ability to work independently and in a team environment.

Responsibilities

• Respond to inbound calls to provide technical support and troubleshooting.
• Provide support via web queues, outbound interactions, and emails.
• Leverage resources to resolve technical issues timely.
• Document, maintain and report functions using PC applications.
• Escalate requests outside of your scope when necessary.
• Attend weekly staff/mentor meetings.
• Adhere to ETS company practices, policies, and procedures.
• Perform other related duties as assigned.

Skills

IT knowledge

Troubleshooting

Communication

Multitasking

Independent/Teamwork

Customer support

ServiceNow

Tools

Ticketing systems

Job description

System One in Vienna, VA is seeking a Service Desk Coordinator for a contract role. You will respond to inbound calls, provide troubleshooting support, and document issues using standard tools. This hybrid position combines on-site and remote work across our client environments.

Ideal candidates have IT knowledge, strong communication, ability to multitask, and experience in Tier 1 support or service desk roles. Familiarity with ITIL and ServiceNow is a plus.