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

Zillion Technologies, Inc.; Vienna (VA); Hybrid; USD 65,000 - 78,000; Full time

Job summary

Zillion Technologies Inc. is seeking a Service Desk Coordinator to support our enterprise IT operations in a fast-paced, 24/7 environment. The role handles initial incident triage, user inquiries, and service requests across various systems, with a focus on first-contact resolution and timely escalation.

This hybrid position requires on-site engagement in Vienna, VA three days per week and two days remote, with training on campus. Hourly rate is $33 on a W-2 basis and benefits are provided.

Qualifications

• Knowledge of information technology basics and terminology.
• Experience providing IT support to end users.
• Familiarity with ITIL concepts and incident handling.

Responsibilities

• Respond to inbound calls to provide technical support and troubleshooting.
• Assist via web queues, emails, and outbound interactions.
• Document and report activities using standard PC applications.
• Escalate requests outside of scope when needed.
• Attend regular staff/mentor meetings and follow procedures.
• Support adherence to business unit goals and service levels.
• Perform related duties as assigned.

Skills

IT knowledge

Troubleshooting

End-user support

Communication

Time management

Team player

ITIL awareness

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

Service Desk Coordinator

Hybrid 3 Days a week in Vienna, VA / 2 Days Remote

Duration: Long Term Ongoing

Direct Banking Client

$33/hr w2

Interviews will be conducted in person at the corresponding campus for the candidate.

0800 -1630 EST Monday - Friday, reporting TBD

Training will be for two weeks on campus at the corresponding campus location from 0800-1630 EST Monday - Friday

hybrid and maintain onsite requirement of 12 days a month.

Compensation

$33/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

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.

Zillion Technologies Inc.