Contractor; Service Desk

Overview

GPO/Hybrid:
Fri – Tues  location. Once onboarded, there will be 2 weeks of training before moving to the assigned shift. Training will be M-F  EST.

The Service Desk is a fast-paced, 24/7 environment that supports our enterprise. The Service Desk is the first point of contact for Enterprise Technology Services (ETS), aiming to resolve customer incidents, answer questions, and assist with submitting Service Catalog Requests where 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 ***’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 respond quickly in a fast-paced environment, leverage and stretch their skill sets, and help achieve a common goal. The role requires the ability to pivot when needed, multitask, and work in various systems/applications to promote customer satisfaction.

• Respond to inbound calls daily to provide technical support and troubleshooting
• Provide 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, spreadsheets, databases) 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 Navy Federal practices, policies, and procedures
• Perform other related duties as assigned or appropriate

• Knowledge and understanding of the information technology field
• Basic troubleshooting and ability to resolve technical problems
• Exposure to enterprise systems and IT terminology
• Experience with solving routine or standard administrative, operational, or system problems
• Effective verbal and written communication skills
• Ability to leverage soft skills when interacting with end users
• Basic organizational, planning, and time management skills
• Ability to handle multiple tasks with a high degree of accuracy
• Ability to work independently and in a team environment
• Desired: 3+ years of Tier 1 support and related experience
• Desired:
  Call center or front-line customer support experience
• Desired:
  Knowledge of Navy Federal 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 (Service Now) is a plus