Intern - Year Round; Service Desk

Overview

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/or 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 NFCU's superior member centric service commitment to employees by addressing IT issues, striving for first‑contact resolution whenever possible, timely escalation, management of incidents and service requests to enable employees to serve members around the globe.

We are seeking innovative individuals that 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 that can pivot when needed and has the ability to multitask and work in various systems/applications to help promote customer satisfaction.

A requirement of this position is that you must be currently enrolled in college level courses or a degree‑seeking program throughout the duration of the internship. Please upload your transcripts by clicking the "Attach Cover Letter" button during your application.

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

• Knowledge and understanding of the information technology field
• Basic skill troubleshooting and resolving technical problems
• Exposure to enterprise systems and/or IT terminology
• Exposure to solving routine or standard administrative, operational and/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

• Experience with Tier 1 support and capabilities or similar
• Knowledge of Navy Federal operations, policies, and procedures
• Knowledge of ITIL (Information Technology Infrastructure Library)
• Previous customer service in a fast‑paced environment
• Familiar with ticketing software (Service Now) a plus

• Monday – Friday, 8:00AM – 4:30PM (minimum of 20‑25 hours a week, based on school schedule)

• 5550 Heritage Oaks Dr Pensacola, FL 32526
• 820 Follin Lane, Vienna, VA 22180
• 141 Security Drive Winchester, VA

All qualified applicants will receive consideration for employment without regard to age, race, sex, color, religion, national origin, disability, veteran status, pregnancy, sexual orientation, genetic information, gender identity or any other basis protected by applicable law.

If you need accommodation or assistance for a qualifying condition to complete the online application (or during any stage of the hiring process), you can contact Navy Federal's Medical Accommodations team at medical accommodations or by calling 1‑888‑503‑6013. This team cannot provide any information on job postings or application status.

Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team's discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive.

You are paid within the salary range, based on your experience, location and market position. For additional details regarding compensation and benefits, review the Benefits page of the Navy Federal Career Site.

Navy Federal Credit Union jobs are posted on our career site, jobs.navy federal.org and reputable job boards (e.g., Linked In, Indeed). We do not post jobs on social media marketplaces, messaging apps or unverified websites. We will never ask candidates for payment, bank details or personal financial information during the hiring process.

Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.