Service Desk

1 week ago

Vienna, VA, United States Seneca Full time
Service Desk Technician (Hybrid)

Pay: $25-$27/hr
PTO: 56 hours

Schedule & Work Location

  • Shift: Monday-Friday, 08:00-16:30 EST
  • Location: Vienna, VA Headquarters
  • Onsite Requirement: Hybrid, 10 days/month on campus
  • Training: 2 weeks onsite, HQ Building 1 (08:00-16:30 EST)
About the Service Desk

The Service Desk operates 24/7 in a fast-paced environment, serving as the primary point of contact for Enterprise Technology Services (ETS). We support employees by resolving technical issues, answering IT-related questions, and facilitating Service Catalog Requests.

Our vision is to deliver a service-oriented, single point of contact for all ETS needs. Our mission is to provide exceptional, member-centric support through first-contact resolution, timely escalation, and effective incident/request management-enabling staff to serve Navy Federal Credit Union members worldwide.

We seek innovative, adaptable individuals who thrive in fast-paced settings, can shift priorities quickly, multitask effectively, and provide an outstanding customer experience.

Responsibilities

  • Respond to inbound calls to provide technical support and troubleshooting
  • Support users through web queues, outbound interactions, and email
  • Utilize available resources to quickly resolve technical issues
  • Document activities using common PC applications (Word, Excel, databases, etc.)
  • Escalate issues outside Tier 1 scope when needed
  • Participate in weekly staff and mentor meetings
  • Maintain adherence to ETS practices, policies, and procedures
  • Support business unit goals through consistent performance and compliance
  • Perform additional duties as assigned
Qualifications

Required

  • General knowledge of information technology concepts
  • Basic troubleshooting and problem-resolution skills
  • Familiarity with enterprise systems and IT terminology
  • Experience resolving routine administrative or system issues
  • Strong verbal and written communication skills
  • Ability to use soft skills and professionalism with end users
  • Solid organizational and time-management abilities
  • Capable of handling multiple tasks with accuracy
  • Ability to work independently and collaboratively within a team
Preferred

  • 3+ years of Tier 1 technical support experience
  • Call center or frontline customer support background
  • Understanding of Navy Federal operations, policies, and procedures
  • Knowledge of ITIL principles
  • Experience in fast-paced customer service environments
  • Familiarity with ServiceNow or similar ticketing systems.

    About Seneca Resources:
    Seneca Resources is client driven provider of strategic Information Technology consulting services and Workforce Solutions to government and industry. Seneca Resources is a leading IT services provider with offices in Reston, Virginia, Alabama and Columbia, Maryland that service clients throughout the United States. The key to our success lies within our strong corporate culture which drives our business. We challenge our staff through engaging work, and we reward our staff through competitive compensation, extensive professional training, and excellent opportunities for career advancement. In turn, we look for only the best and brightest to join our team. We are an Equal Opportunity Employer and value the benefits of diversity in our workplace.

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