Service Desk Coordinator Locals

Direct Banking Client Requirement

Work sponsorship is not available for this position. Applicants must be a United States citizen, Green Card holder, or EAD holder.

Service Desk Coordinator

Hybrid: 3 days a week in Pensacola, FL / 2 days remote. Duration: 6 months. Compensation: $32/hr W2.

Salary: $32/hour (W2). Benefits include medical, dental, vision, disability insurance, and 401(k).

The Service Desk operates 24/7 to support our enterprise. The role serves as the first point of contact for Enterprise Technology Services (ETS), resolving incidents, answering questions, and managing Service Catalog Requests. The goal is to provide single‑point contact for issue resolution and request fulfillment, aiming for first‑contact resolution and timely escalation.

• Respond to inbound calls daily to provide technical support and troubleshooting.
• Support via web queues, outbound interactions, and emails.
• Leverage resources to resolve technical issues in a timely manner.
• Use PC applications (e.g., word processing, spreadsheet, database) to document, maintain, and report functions/activities.
• Escalate requests outside your scope when necessary.
• Attend weekly staff/mentor meetings.
• Maintain adherence to policies to promote business unit success.
• Perform other related duties as assigned or appropriate.

• Knowledge and understanding of information technology field.
• Basic skill troubleshooting and resolving technical problems.
• Exposure to enterprise systems and IT terminology.
• Experience solving routine or standard administrative, operational, or system problems and issues.
• Effective verbal and written communication skills.
• Soft skills for interacting with end users.
• Basic organizational, planning, and time management skills.
• Ability to handle multiple tasks simultaneously with high accuracy.
• Ability to work independently and in a team environment.
• Desired: 3+ years of Tier 1 support experience or similar.
• Desired:
  Call center or front‑line customer support experience.
• Desired:
  Knowledge of policies, procedures.
• Desired:
  Knowledge of ITIL.
• Desired:
  Previous customer service in a fast‑paced environment.
• Desired:
  Familiarity with ticketing software (Service Now) a plus.

We are an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other characteristic protected by applicable federal, state, or local law.