Service Desk Coordinator - Hybrid

Page Mechanical Group, Inc.; Vienna (VA); Hybrid; USD 40,000 - 55,000; Full time

Job summary

Page Mechanical Group, Inc. seeks a Service Desk Technician in Vienna, Virginia. This role offers a hybrid work arrangement, with training on campus. Responsibilities include providing technical support via calls, web queues, and emails, while ensuring high customer satisfaction. Ideal candidates have strong communication skills, basic IT knowledge, and at least 3 years of Tier 1 support experience. The work schedule is Monday to Friday, 1100-1930 EST, promoting a collaborative environment supporting Enterprise Technology Services.

Qualifications

• 3+ years of Tier 1 support or similar experience is desired.
• Knowledge of ITIL practices is advantageous.
• Previous customer support experience in fast-paced environments is preferred.

Responsibilities

• Respond to inbound calls to provide technical support.
• Provide support through web queues and emails.
• Escalate requests outside of scope when necessary.
• Document activities using PC applications.
• Attend weekly staff and mentor meetings.

Skills

Technical problem-solving

Effective communication

Time management

Soft skills

Multi-tasking

Basic IT knowledge

Tools

ServiceNow

Job description

Location: Vienna, Virginia

Schedule: 1100-1930 EST Monday-Friday

Work Arrangement: Hybrid - 12 days per month on campus

About the Role:

The Service Desk is a fast-paced environment that operates 24/7 to support our client's enterprise. The Service Desk is responsible for acting as the first point of contact for Enterprise Technology Services (ETS), where the focus is to resolve customer incidents, answer questions, and assist with submitting Service Catalog Requests wherever necessary. The vision is to provide customers with a service-oriented, single point of contact within ETS for issue resolution and request fulfillment. The mission is to extend our client'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.

Our client seeks innovative individuals who can react to a fast‑paced environment to leverage and stretch certain skill sets to help reach a common goal. The ideal candidate can pivot when needed, multitask, and work in various systems and applications to help promote customer satisfaction.

Training

Training will be for two weeks on campus 1 from 0800-1630 EST.

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
• Use PC applications (e.g., word processing, spreadsheet, database, etc.) to document, maintain and report functions and activities
• Escalate requests outside your scope when necessary
• Attend weekly staff and mentor meetings
• Remain cognizant of adherence to help promote business unit success
• Adhere to ETS 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 and 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 our client's 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

CC Pace is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, or any other protected characteristic under federal, state, or local laws.

CC Pace are committed to employing only candidates who are legally authorized to work in the United States. For us to comply with the Immigration Reform and Control Act of 1986, all new employees, as a condition of employment, must complete the Employment Eligibility Verification Form I‑9 and provide documentation that establishes identity and authorization to work. E‑Verify will be used for employment verification as part of your onboarding process.

CC Pace values integrity throughout our hiring process. As part of our standard verification procedures, candidates will be asked to provide documentation confirming employment history, education, and work authorization.