Tier 1 Service Desk Analyst - Vienna, United States - Smksoft

Smksoft

Verified Company

Vienna, United States

2 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Job Summary:

Responsibilities:

Responsibilities
Respond to inbound calls daily to provide technical support/troubleshooting
Leverage resources to resolve technical issues timely
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

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
3+ years of Tier 1 support and capabilities or similar

Call Center or front-line customer support experience
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 (ServiceNow) would be a plus

Job Types:
Full-time, Contract

Pay:
$ $25.10 per hour

Benefits: