Service Desk Coordinator (Pipeline)

ZipRecruiter; Washington (District of Columbia); On-site; USD 45,000 - 65,000; Full time

Job summary

Akira Technologies is seeking candidates for a future Service Desk Support position in Washington, DC. The role involves handling customer inquiries, troubleshooting technical issues, and ensuring high-quality service. Ideal candidates will have a strong technical aptitude and excellent communication skills, with a focus on customer satisfaction.

Benefits

Medical plans including HSA options

401(k) with employer match

Paid time off

Professional development reimbursement

Qualifications

• 0-3 years (Junior) or 3+ years (Mid) experience in service desk or technical support roles.
• Strong understanding of incident management processes and best practices.
• Active Secret clearance or higher.

Responsibilities

• Answer incoming contacts from customers and provide accurate information.
• Resolve customer issues in a timely and professional manner.
• Assist in troubleshooting basic IT problems.

Skills

Technical aptitude

Troubleshooting skills

Communication

Interpersonal skills

Customer service

Education

High School diploma or GED

Tools

IT support tools

Ticketing systems

Job description

Akira Technologies, Inc. is a leading provider of innovative IT solutions, dedicated to delivering cutting-edge technology and operational excellence to our clients. We are continuously seeking top talent to join our team for anticipated opportunities.

Akira is building a talent pipeline for a future Service Desk Support position. The ideal candidate will be responsible for handling customer inquiries, troubleshooting basic technical issues, and ensuring high-quality customer service. This is an excellent opportunity for professionals interested in potential future roles within a dynamic and innovative work environment.

Ideal candidates should be based in the DC Metro Area or willing to relocate.

Job Responsibilities

• Answer incoming contacts from customers and provide accurate and complete information.
• Resolve customer issues in a timely and professional manner.
• Make outbound calls to follow up on customer inquiries and support requests.
• Respond to customer inquiries and complaints with professionalism and efficiency.
• Document customer interactions, issues, and resolutions accurately.
• Escalate complex issues to higher-level technical support as needed.
• Assist in troubleshooting basic IT problems, including password resets and connectivity issues.

Job Qualifications

• At least a High School diploma or GED.
• Minimum of 0-3 years (Junior) or 3+ years (Mid) of experience in service desk or technical support roles, with a strong understanding of incident management processes and best practices.
• Experience in coordinating and managing escalated incidents and service requests in a fast-paced environment.
• Strong technical aptitude and troubleshooting skills, with the ability to diagnose and resolve technical issues across hardware, software, and network environments.
• Excellent communication and interpersonal skills, with the ability to effectively communicate technical information to non-technical users and stakeholders.
• Proven ability to prioritize and manage multiple tasks and priorities simultaneously, with a focus on meeting SLAs and customer expectations.
• Active Secret clearance or higher.

Additional Qualifications

• Experience working in help desk or call center environments.
• Familiarity with IT support tools and ticketing systems.
• Basic understanding of networking and troubleshooting procedures.
• Customer service certifications (e.g., HDI, ITIL Foundations) are a plus.

Salary Range: $45,000 to $65,000

Akira’s pay range considers factors such as skills, experience, training, licenses, certifications, market data, and internal equity. This estimate is a guideline and not a guarantee of salary, which is determined based on individual circumstances and in compliance with local laws.

Benefits

We offer various medical plans (including HSA options), dental, vision, 401(k) with employer match, paid time off, holidays, parental leave, military leave, bereavement, jury duty leave, and short/long-term disability, life insurance, accidental death, critical illness insurance, and professional development reimbursement. Our benefits are regularly reviewed to remain competitive and aligned with employee needs.

About Akira Technologies

We aim to exceed the mission and objectives of US federal agencies. As a small business specializing in cloud modernization and data analytics, we serve government agencies across intelligence, cyber, defense, civilian, and health sectors. Our employees deliver transformational outcomes daily, addressing complex challenges.

We are an Equal Employment Opportunity and Affirmative Action employer, committed to non-discrimination based on race, color, religion, sex, national origin, age, disability, veteran status, or other protected characteristics.