Contractor - Enterprise Technology Systems

Job Description

Job Description

Hybrid - HDQ, GPO, or WCC.
May need to maintain an onsite requirement of 12 days a month.
Interviews will be conducted in person at the corresponding campus for the candidate
Shifts:
Saturday - Wednesday 0500-1330 EST
Monday - Friday 1100-1930 EST
Training will be for two weeks on campus at the corresponding campus location from 0800-1630 EST Monday - Friday
The Service Desk is a fast-paced environment that operates 24/7 to support our enterprise. Our Service is responsible for acting as the first point of contact for Enterprise Technology Services (ETS), where we strive to resolve customer incidents, answer questions, and assist with submitting Service Catalog Requests wherever necessary. Our vision is to provide customers with a service-oriented, single point of contact within ETS for issue resolution and request fulfillment. Our mission is to extend *** s superior member-centric service commitment to employees by addressing IT issues, striving for first-contact resolution whenever possible, timely escalation, and management of incidents and service requests to enable employees to serve members around the globe.
We seek innovative individuals who can react to a fast-paced environment to leverage and stretch certain skill sets to help us reach a common goal. We are looking for someone who can pivot when needed, multitask, and work on various systems/applications to help promote customer satisfaction. This position is designated as essential personnel and may require supporting 24x7 operations, including evenings, weekends, holidays, and business continuity events as needed.
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 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
" Desired - 3 years of Tier 1 support and capabilities or similar
" Desired Call Center or front-line customer support experience
" Desired - Knowledge of Navy Federal operations, policies, and procedures
" 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