Tier 1 Service Desk Analyst
2 weeks ago
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: $20.84 - $25.10 per hour
**Benefits**:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- Monday to Friday
Work Location: In person
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