A financial services organization is seeking a Service Desk Technician in Vienna, Virginia, to provide front-line technical support in a high-volume enterprise environment. This role is focused on resolving hardware, software, application, and access-related issues while delivering strong customer service to internal users.
About the Opportunity:
- Shift: Day shift
- Schedule: Monday through Friday
- Hours: Standard business
- Setting: Hybrid (at least 3 days a week onsite)
Responsibilities:
- Provide Tier 1 technical support for hardware, software, application, and access-related issues
- Respond to inbound calls, emails, and ticketing system requests from internal users
- Document incidents, service requests, and resolutions in enterprise ticketing tools
- Troubleshoot issues using available resources and knowledge bases to support timely resolution
- Escalate incidents and requests outside of established support scope when needed
Qualifications:
- 3+ years of Service Desk, Help Desk, Technical Support, or related IT support experience
- High School Diploma or equivalent
- Knowledge of information technology concepts, systems, and terminology
- Experience troubleshooting and resolving technical issues in a professional environment
- Experience utilizing ticketing systems to document and manage incidents and service requests
- Strong verbal and written communication skills
- Excellent customer service and interpersonal skills
- Strong organizational and time management abilities
- Ability to multitask and manage competing priorities in a fast-paced environment
- Ability to work independently and collaboratively within a team setting
Desired Skills:
- Previous experience supporting a large enterprise or call center environment
- Familiarity with ServiceNow or similar IT Service Management platforms
- Knowledge of ITIL principles and service management best practices
- Experience providing front-line customer support in a high-volume environment
- Knowledge of financial services operations, policies, and procedures
