Service Desk Coordinator

Job#: 3018837

Job Description:

1000 to 1830 EST Tuesday through Saturday. Location GPO, Hybrid, require 10 days a month on campus

Training will be for two weeks on campus in GPO Building 8 from 0800-1630 EST

The Service Desk is a fast-paced environment that operates 24/7 to support our enterprise. Our Service is responsible for acting as the first point of contact for Enterprise Technology Services (ETS), where we strive to resolve customer incidents, answer questions, and assist with submitting Service Catalog Requests wherever necessary. Our vision is to provide customers with a service-oriented, single point of contact within ETS for issue resolution and request fulfillment. Our mission is to extend Navy Federal Credit Union's superior member-centric service commitment to employees by addressing IT issues, striving for first-contact resolution whenever possible, timely escalation, and management of incidents and service requests to enable employees to serve members around the globe.

We seek innovative individuals who can react to a fast-paced environment to leverage and stretch certain skill sets to help us reach a common goal. We are looking for someone who can pivot when needed, multitask, and work in various systems/applications to help promote customer satisfaction.

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 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

Desired - 3+ years of Tier 1 support and capabilities or similar

Desired - Call Center or front-line customer support experience

Desired - Knowledge of Navy Federal operations, policies, and procedures

Desired - Knowledge of ITIL (Information Technology Infrastructure Library)

Desired - Previous customer service in a fast-paced environment

Desired - Familiar with ticketing software (ServiceNow) would be a plus

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EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Apex uses a virtual recruiter as part of the application process. Click for more details.

Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.