Tier 1 Service Desk Analyst

2 weeks ago


Vienna, United States Smksoft Full time

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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