Service Desk Coordinator

247Hire; Vienna (VA); On-site; USD 40,000 - 60,000; Full time

Job summary

247Hire is seeking a technical support agent in Vienna, Virginia, who will respond to inbound calls and provide troubleshooting assistance. The ideal candidate will have 3+ years of Tier 1 support experience and possess strong verbal and written communication skills.

The role will involve documenting issues using PC applications and maintaining adherence to company policies. Candidates familiar with ITIL and ServiceNow will have an edge.

Qualifications

• 3+ years of Tier 1 support experience or similar.
• Knowledge of Navy Federal operations and ITIL is a plus.

Responsibilities

• Respond to inbound calls for technical support.
• Document and report activities using PC applications.
• Attend weekly staff meetings to enhance team performance.

Skills

Technical troubleshooting

Effective communication

Time management

Soft skills

Call center experience

Tools

ServiceNow

Job description

Key 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

Required 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 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