Service Desk Technician

BRMi • Winchester, VA

16h • $45,000 - $47,000 • Hybrid

About The Position

BRMi is seeking a Service Desk Technician in Winchester VA. 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 Navy Federal Credit Union’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 in various systems/applications to help promote customer satisfaction. Location: Hybrid/ Winchester, VA Shift: Hybrid, all times in EST. Looking to fill 1 position, however below are the shift options available: 1430 - 2300 ET (M-F) 1500 - 2330 ET (M-F) 1530 - 0000 ET (M-F) Hybrid. Require 12 days a month on campus Training will be for two weeks on campus in WOC Building 3 from 0800-1630 EST 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: $45K-$47K Click here to learn about BRMi's culture. Click here to see BRMi’s Glassdoor reviews

Requirements

• Knowledge and understanding of the information technology field Qualifications
• 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

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