Service Desk Specialist

Job Title: Service Desk Specialist
Location: Hybrid Work Model Reporting to Pensacola, FL (Shift: Hybrid *All times in EST*
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 )
Pay Rate: $27/hr. W2
Position Type: Multiyear Contract

Description:
The Service Desk is a fast-paced environment that operates 24/7 to support our enterprise. Service Desk 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.
The vision is to provide customers with a service-oriented, single point of contact within ETS for issue resolution and request fulfillment. The mission is to extend 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.
Seeking innovative individuals who can react to a fast-paced environment to leverage and stretch certain skill sets to help reach a common goal. 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 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 client 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

System One, and its subsidiaries including Joul, ALTA IT Services, and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.

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Ref: #851-Rockville-S1