Service Desk Associate

BRMi • Vienna, VA

20h • Hybrid

About The Position

BRMi is seeking a Service Desk Associate to join a fast-paced, 24/7 operating environment supporting our enterprise. The Service Desk acts as the first point of contact for Enterprise Technology Services (ETS), responsible for resolving customer incidents, answering questions, and assisting with Service Catalog Requests. The vision is to provide a service-oriented, single point of contact within ETS for issue resolution and request fulfillment. The mission is to extend Navy Federal Credit Union’s superior member-centric service commitment to employees by addressing IT issues, striving for first-contact resolution, timely escalation, and management of incidents and service requests to enable employees to serve members globally. BRMi seeks innovative individuals who can react to a fast-paced environment, leverage and stretch skill sets, pivot when needed, multitask, and work in various systems/applications to promote customer satisfaction.

Requirements

• 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

Nice To Haves

• 3+ years of Tier 1 support and capabilities or similar
• Call Center or front-line customer support experience
• Knowledge of Navy Federal operations, policies, and procedures
• Knowledge of ITIL (Information Technology Infrastructure Library)
• Previous customer service in a fast-paced environment
• Familiar with ticketing software (ServiceNow) would be a plus

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
• Perform other duties as assigned

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed