Job Details
LOCAL CANDIDATES - VIENNA, VA OR PENSACOLA, FLMust be flexible to work any hours/daysJob Title: Service DeskLocation: Winchester, VA or Pensacola, FLHybrid schedule working onsite 10+ days a monthPay Rate: Open to Both C2C and W2 optionsPosition Type: Multiyear ContractJob Description: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 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. 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/troubleshootingProvide support via web queues, outbound interactions, and emailsLeverage resources to resolve technical issues timelyUse PC applications (e.g., word processing, spreadsheet, database, etc.) to document, maintain and report functions/activitiesEscalate requests outside of your scope when necessaryAttend weekly staff/mentor meetingsRemain cognizant of adherence to help promote business unit successAdhere to ETS Client s practices, policies, and proceduresPerform other related duties as assigned or appropriateQualifications :Knowledge and understanding of the information technology fieldBasic skill troubleshooting and resolving technical problemsExposure to enterprise systems and IT terminologyExposure to solving routine or standard administrative, operational, or system problems and issuesEffective verbal and written communication skillsAbility to leverage finesse/soft skills when interacting with end usersBasic organizational, planning, and time management skillsAbility to handle multiple tasks simultaneously with a high degree of accuracyAbility to work independently and in a team environment3+ years of Tier 1 support and capabilities or similarDesired Call Center or front-line customer support experienceDesired - Knowledge of Client operations, policies, and proceduresDesired - Knowledge of ITIL (Information Technology Infrastructure Library)Desired - Previous customer service in a fast-paced environmentDesired - Familiar with ticketing software (ServiceNow) would be a plusSystem One, and its subsidiaries including Joul , ALTA IT Services, CM Access, TPGS, and MOUNTAIN, LTD., are leaders in delivering workforce solutions and integrated services 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 full-time 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.