Service Desk Technician
A Fortune 50 financial services company is seeking a highly motivated Service Desk Technician for our client in the McLean, Virginia area.
Overview:
- The Service Desk is a fast-paced, 24/7 operation supporting the enterprise. As the first point of contact for Enterprise Technology Services (ETS), the Service Desk strives to resolve customer incidents, answer technical questions, and assist with catalog requests efficiently and accurately.
- Our vision is to deliver a service-oriented, single point of contact for issue resolution and request fulfillment. Our mission is to extend the company’s superior member-centric philosophy to internal employees through exceptional IT support, first-contact resolution whenever possible, timely escalation, and management of incidents and service requests across the globe.
- We seek proactive, adaptable individuals who thrive in dynamic environments, can multitask effectively, and work across multiple systems to promote exceptional customer satisfaction.
- Schedule: 0800–1630 EST, Monday–Friday
- Location: Headquarters (Hybrid – 10 days per month on campus)
- Training: Two weeks on campus, HQ Building 1, 0800–1630 EST
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 IT practices, policies, and procedures.
- Perform other related duties as assigned or appropriate.
Qualifications:
- 3+ years of Tier 1 support and capabilities or similar.
- Previous customer service and/or Call Center or front-line customer support experience in a fast-paced environment.
- 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.
Desired:
- Knowledge of ITIL (Information Technology Infrastructure Library).
- Familiar with ticketing software (ServiceNow).
