Role: Service Desk Coordinator

Hybrid Role in Vienna, VA

JD:

Service Desk Support Analyst

Overview

The Service Desk is a fast-paced environment that operates 24/7 to support the enterprise. The team serves as the first point of contact for the organization's Technology Services Department, resolving customer incidents, answering questions, and assisting with Service Catalog requests. The goal is to provide a service-oriented, single point of contact for issue resolution and request fulfillment while delivering exceptional customer support through timely incident resolution, escalation, and service request management.

We seek innovative individuals who thrive in a fast-paced environment and are eager to leverage and expand their technical and customer service skills. The ideal candidate can adapt quickly, multitask effectively, and work across multiple systems and applications to deliver an outstanding customer experience.

Responsibilities

• Respond to inbound calls to provide technical support and troubleshooting.

• Provide support through web queues, outbound interactions, and email.

• Utilize available resources to resolve technical issues in a timely manner.

• Use PC applications (e.g., word processing, spreadsheets, databases) to document, maintain, and report activities.

• Escalate requests outside of assigned scope when necessary.

• Attend weekly staff and mentor meetings.

• Maintain adherence to established service desk processes and performance expectations.

• Follow Technology Services Department practices, policies, and procedures.

• Perform other related duties as assigned.

Qualifications

Required

• Knowledge and understanding of the Information Technology field.

• Basic troubleshooting and technical problem-solving skills.

• Exposure to enterprise systems and IT terminology.

• Experience resolving routine administrative, operational, or system-related issues.

• Strong verbal and written communication skills.

• Excellent customer service and interpersonal (soft) skills.

• Strong organizational, planning, and time management abilities.

• Ability to manage multiple tasks simultaneously with a high degree of accuracy.

• Ability to work independently as well as collaboratively within a team.

Preferred

• 3+ years of Tier 1 technical support or similar experience.

• Call center or front-line customer support experience.

• Knowledge of organizational operations, policies, and procedures.

• Familiarity with ITIL (Information Technology Infrastructure Library) best practices.

• Previous customer service experience in a fast-paced environment.

• Experience with ticketing systems such as ServiceNow.