Service Desk Coordinator

Overview

BRMi is seeking a Service Desk Coordinator. Our Service Desk operates in a fast-paced, 24x7 environment and serves as the primary point of contact for enterprise technology support. The team is responsible for resolving technical incidents, answering user inquiries, and assisting with service request submissions while delivering a high-quality customer experience.

Our vision is to provide a service-oriented, single point of contact for technology support, focused on efficient issue resolution and seamless request fulfillment. Our mission is to empower employees through reliable IT support by addressing technical challenges, driving first-contact resolution whenever possible, ensuring timely escalation of complex issues, and effectively managing incidents and service requests to support business operations across the organization.

We are seeking motivated and adaptable professionals who thrive in dynamic environments and are passionate about delivering exceptional customer service. The ideal candidate can quickly adjust to changing priorities, effectively multitask, and navigate multiple systems and applications while maintaining a strong focus on customer satisfaction and operational excellence.

**Hybrid in Vienna, VA; Pensacola, FL; or Winchester, VA 3 days per week**

Benefits:• Comprehensive Medical, Dental, and Vision Insurance• Employer-Paid Life Insurance• Employer-Paid Short-Term and Long-Term Disability Insurance• 401(k) • Paid Time Off (PTO) that includes Vacation Leave, Sick Leave, and 11 Paid Holidays• Educational Assistance

Salary Range: $52K-$58K

Click here to learn about BRMi's culture.

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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 best 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 ITIL (Information Technology Infrastructure Library)

• Desired - Previous customer service in a fast-paced environment

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

** BRMi will not sponsor applicants for work visas for this position.**

**This is a W2 opportunity only**

EOE/Minorities/Females/Vet/Disabled 

We are an equal opportunity employer that values diversity and commitment at all levels. All individuals, regardless of personal characteristics, are encouraged to apply. Employment policies and decisions on employment and promotion are based on merit, qualifications, performance, and business needs. The decisions and criteria governing the employment relationship with all employees are made in a nondiscriminatory manner, without regard to race, religion, color, national origin, sex, age, marital status, physical or mental disability, medical condition, veteran status, or any other factor determined to be unlawful by federal, state, or local statutes.