Service Desk Operator, Tential, Winchester, VA
Tential -
Winchester, VA,
US
Service Desk Operator
Date Posted: 2024-06-15
Job description
Service Desk Specialist
Overview: The Service Desk is a dynamic, 24/7 operation that supports our enterprise by serving as the first point of contact for Enterprise Technology Services (ETS). Our goal is to resolve customer incidents, answer questions, and assist with Service Catalog Requests efficiently. We are committed to providing superior service to our employees, enabling them to deliver exceptional member service globally.
Location: Winchester, VA & Pensacola, FL offices are hiring. Must be able to work onsite 10+days/month at EITHER location (not required to be able to work at both sites!). We do not have shifts currently, and we are like a flexible candidate to any hours/ days.
Responsibilities:
#LI-SM6
#DICE
Overview: The Service Desk is a dynamic, 24/7 operation that supports our enterprise by serving as the first point of contact for Enterprise Technology Services (ETS). Our goal is to resolve customer incidents, answer questions, and assist with Service Catalog Requests efficiently. We are committed to providing superior service to our employees, enabling them to deliver exceptional member service globally.
Location: Winchester, VA & Pensacola, FL offices are hiring. Must be able to work onsite 10+days/month at EITHER location (not required to be able to work at both sites!). We do not have shifts currently, and we are like a flexible candidate to any hours/ days.
Responsibilities:
- Provide technical support and troubleshooting through inbound calls.
- Offer support via web queues, outbound interactions, and emails.
- Utilize resources to resolve technical issues promptly.
- Document, maintain, and report functions/activities using PC applications (e.g., word processing, spreadsheets, databases).
- Escalate requests when necessary.
- Participate in weekly staff/mentor meetings.
- Ensure adherence to company practices, policies, and procedures.
- Perform other related duties as assigned.
- Must be able to immediately work a W2 contract without sponsorship indefinitely
- Must be in commutable distance to work onsite 10 days/ week as this is a HYBRID role.
- Knowledge of the information technology field.
- Basic skills in troubleshooting and resolving technical problems.
- Exposure to enterprise systems and IT terminology.
- Experience in solving routine administrative, operational, or system issues.
- Effective verbal and written communication skills.
- Ability to use soft skills when interacting with end users.
- Basic organizational, planning, and time management skills.
- Ability to handle multiple tasks simultaneously with high accuracy.
- Ability to work independently and as part of a team.
- 3+ years of Tier 1 support or similar experience.
- Experience in a call center or front-line customer support.
- Familiarity with ITIL (Information Technology Infrastructure Library).
- Previous customer service experience in a fast-paced environment.
- Familiarity with ticketing software, such as ServiceNow.
#LI-SM6
#DICE