Service Desk Technician

An enterprise financial services organization in Vienna, Virginia, is seeking a Service Desk Technician to provide first-line technical support in a fast-paced enterprise environment, helping employees resolve hardware, software, application, and access issues.

• Shift: Day
• Schedule: Monday to Friday
• Hours: 8am to 4:30pm (EST)
• Setting: Hybrid (onsite 3 days per week with the first two weeks of training fully onsite)

• Serve as the first point of contact for employees seeking technical assistance and service support
• Respond to inbound calls, web queues, emails, and outbound support interactions
• Troubleshoot and resolve Tier 1 issues related to hardware, software, applications, and access
• Document incidents, service requests, and resolutions in ticketing systems
• Escalate issues outside of scope while maintaining a strong user experience

• 1+ years of experience in Technical Support, Help Desk, or Service Desk Support
• Experience supporting end users in a customer-facing environment
• Knowledge of information technology concepts and terminology
• Basic troubleshooting skills with the ability to identify and resolve common technical issues
• Strong verbal and written communication skills
• Ability to multitask and manage multiple priorities in a fast-paced environment
• Strong organizational skills with attention to detail and accuracy
• Ability to work independently and collaboratively within a team environment

• Experience with ServiceNow or similar ticketing platforms
• Experience in a call center or frontline customer support environment
• Knowledge of ITIL concepts
• Previous experience supporting financial services or enterprise environments