Job Details
LOCAL CANDIDATES - VIENNA, VA OR PENSACOLA, FL
Must be flexible to work any hours/days
Job Title: Service Desk
Location: Winchester, VA or Pensacola, FL
Hybrid schedule working onsite 10+ days a month
Pay Rate: Open to Both C2C and W2 options
Position Type: Multiyear Contract
Job 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/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 Client's 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/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
3+ years of Tier 1 support and capabilities or similar
Desired - Call Center or front-line customer support experience
Desired - Knowledge of Client 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