Service Desk Coordinator

Seneca Resources; Pensacola (FL); Hybrid; USD 30,000 - 42,000; Full time

Job summary

Seneca Resources is seeking a Service Desk Coordinator to join our enterprise IT support team in Pensacola, FL or in the Vienna/Winchester, VA area on a hybrid model (12 onsite days per month). The role supports 24/7 operations and serves as the first point of contact for technical issues, incident escalation, and service requests.

The candidate will troubleshoot, document activities, and collaborate with teams to ensure timely resolutions and excellent member service.

Qualifications

• Fundamental IT knowledge and ability to troubleshoot basic problems.
• Experience with enterprise IT environments is preferred.
• Strong communication skills, both verbal and written.
• Ability to multitask and manage time effectively.
• Able to work independently and as part of a team.
• Familiarity with ITIL concepts is a plus.

Responsibilities

• Respond to inbound calls daily 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 activities using PC applications.
• Escalate requests outside of scope when necessary.
• Attend weekly staff/mentor meetings.
• Adhere to Navy Federal practices, policies, and procedures.
• Perform other related duties as assigned.

Skills

IT knowledge

Troubleshooting

IT terminology

Verbal & written communication

Time management

Multitasking

Independent & team work

Customer service

Tools

ServiceNow

Job description

Position Title: Service Desk Coordinator

Location: Pensacola, FL, Vienna, VA OR Winchester, VA (Hybrid- onsite requirement of 12 days a month)

Pay Rate: $26/hr on W2

Interview: In-person

Overview: 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 Navy Federal Credit Union’s 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
• Adhere to ETS Navy Federal practices, policies, and procedures
• 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 Skills

• Desired - 3+ years of Tier 1 support and capabilities or similar
• Desired – Call Center or front-line customer support experience
• Desired - Knowledge of Navy Federal operations, 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.

About Seneca Resources:

Seneca Resources is client driven provider of strategic Information Technology consulting services and Workforce Solutions to government and industry. Seneca Resources is a leading IT services provider with offices in Reston, Virginia, Alabama and Columbia, Maryland that service clients throughout the United States. The key to our success lies within our strong corporate culture which drives our business. We challenge our staff through engaging work, and we reward our staff through competitive compensation, extensive professional training, and excellent opportunities for career advancement. In turn, we look for only the best and brightest to join our team. We are an Equal Opportunity Employer and value the benefits of diversity in our workplace.