IT Help Desk / Service Desk Coordinator - Hybrid Role - Locals Only

Zillion Technologies, Inc.; Pensacola (FL); Hybrid; USD 59,400 - 72,600; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k)

Job summary

Zillion Technologies, Inc. is seeking a Service Desk Coordinator to support our team in Pensacola, FL. This role operates in a hybrid model, with 3 days a week on-site and 2 days remote. The ideal candidate will have technical support experience and strong communication skills.

Responsibilities include providing technical support, troubleshooting, and documenting activities. We offer a competitive compensation of $32/hr and a comprehensive benefits package, including medical, dental, and vision.

Qualifications

• 3+ years of Tier 1 support experience or similar.
• Knowledge of ITIL principles is desired.
• Exposure to ticketing software is a plus.

Responsibilities

• Respond to inbound calls daily for technical support.
• Provide support via web queues and emails.
• Document and report functions/activities using PC applications.
• Perform other related duties as assigned.

Skills

Technical support

Troubleshooting

Communication skills

Time management

Customer service

Tools

ServiceNow

Job description

Work sponsorship is not available for this position. Applicants must be a United States citizen, Green Card holder or EAD Green Card holder at the direction of our client.

This is Direct Banking Client Requirement.

Reach Saakshi Sahni - 703-955-1070.

Service Desk Coordinator.

Hybrid 3 Days a week in Pensacola, FL / 2 Days Remote.

Duration: 6 Months.

Direct Banking Client.

$32/hr w2.

Compensation

$32/HR W2. This is the targeted compensation range for this role per year. Please note that this range is provided as a guideline and the final offer will be based on several factors, including but not limited to, skillset and competencies, level of experience, education, certifications, and location.

We offer a comprehensive benefits package including medical, dental, vision, and disability insurance; 401(k).

Job Description

The Service Desk is a fast-paced environment that operates 24/7 to support our enterprise. Our Service is responsible for acting as the first point of contact for Enterprise Technology Services (ETS), where we strive to resolve customer incidents, answer questions, and assist with submitting Service Catalog Requests wherever necessary. Our vision is to provide customers with a service-oriented, single point of contact within ETS for issue resolution and request fulfillment. Our mission is to extend superior member-centric service commitment to employees by addressing IT issues, striving for first-contact resolution whenever possible, timely escalation, and management of incidents and service requests to enable employees to serve members around the globe.

We seek innovative individuals who can react to a fast-paced environment to leverage and stretch certain skill sets to help us reach a common goal. We are looking for someone who can pivot when needed, multitask, and work in various systems/applications to help promote customer satisfaction.

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.

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.

Please send qualified resumes directly to: saakshi(at)zilliontechnologies(dot)com // 7039551070.

Thanks,

Zillion Technologies Inc.

Director - Talent Acquisition.

We are an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other characteristic protected by applicable federal, state, or local law.