Service Desk Technician

System One; Vienna (VA); Hybrid; USD 51,000 - 69,000; Full time

Job summary

System One in Vienna, VA is seeking a Service Desk Coordinator for a contract role. You will respond to inbound calls, provide troubleshooting support, and document issues using standard tools. This hybrid position combines on-site and remote work across our client environments.

Ideal candidates have IT knowledge, strong communication, ability to multitask, and experience in Tier 1 support or service desk roles. Familiarity with ITIL and ServiceNow is a plus.

Qualifications

• Knowledge and understanding of the information technology field.
• Basic troubleshooting skills to resolve technical problems.
• Familiarity with enterprise systems and IT terminology.
• Strong verbal and written communication abilities.
• Ability to multitask and manage time with accuracy.
• Experience in Tier 1 support or call center environments is preferred.
• Familiarity with ServiceNow ticketing system is a plus.
• Ability to work independently and in a team environment.

Responsibilities

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

Skills

IT knowledge

Troubleshooting

Communication

Multitasking

Independent/Teamwork

Customer support

ServiceNow

Tools

Ticketing systems

Job description

Job Title: Service Desk Coordinator
Location: Vienna, VA
Type: Contract
Compensation: 29.00/hr
Work Model: Hybrid – onsite and remote

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 company practices, policies, and procedures
• Perform other related duties as assigned or appropriate

Requirements

• 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 company 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

System One, and its subsidiaries including Joulé and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.