Service Desk Coordinator -- 16755

Position Title: Service Desk Coordinator

Pay Rate or Salary: $20.00 - $25.00

Work Setup & Shift

• Location: Hybrid (Winchester, VA)
• On-site requirement: 12 days/month
• Training: 2 weeks on-site (8:00 AM - 4:30 PM EST)
• Shift options (EST):
• 2:30 PM - 11:00 PM
• 3:00 PM - 11:30 PM
• 3:30 PM - 12:00 AM

Role Overview

This is an entry-to-mid level IT support role (1-5 years experience) in a 24/7 Service Desk environment, acting as the first point of contact for technical issues within Enterprise Technology Services (ETS).

You'll mainly handle:

• Incoming IT support requests (calls, emails, chat/web queues)
• Troubleshooting basic technical issues
• Logging and managing tickets
• Escalating complex problems
• 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 manner
• 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

Required Skills & Qualifications

• 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 Skills and Experience:

• 3 years of Tier 1 support and capabilities or similar
• Call Center or front-line customer support experience
• Knowledge of company operations policies and procedures
• Knowledge of ITIL Information Technology Infrastructure Library
• Previous customer service in a fast-paced environment
• Familiar with ticketing software ServiceNow would be a plus

About Seneca Resources

At Seneca Resources, we are more than just a staffing and consulting firm-we are a trusted career partner. With offices across the U.S. and clients ranging from Fortune 500 companies to government organizations, we provide opportunities that help professionals grow their careers while making an impact.

When you work with Seneca, you're choosing a company that invests in your success, celebrates your achievements, and connects you to meaningful work with leading organizations nationwide. We take the time to understand your goals and match you with roles that align with your skills and career path.

Our consultants and contractors enjoy competitive pay, comprehensive health, dental, and vision coverage, 401(k) retirement plans, and the support of a dedicated team who will advocate for you every step of the way.

Seneca Resources is proud to be an Equal Opportunity Employer, committed to fostering a diverse and inclusive workplace where all qualified individuals are encouraged to apply.