Service Desk Engineer

1. Location: WCC (Winchester VA) / Shift Timing: MonFri 08:0016:30
   
2. Location: HDQ (Vienna VA). (Hybrid) / Shift Timing: 07:00 to 11:00 A.M EST (Part time) Per day 4 hrs. Tuesday Saturday
   

• 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.
  

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.
  
• 3 years of Tier 1 support and capabilities or similar
  
• Desired Call Center or frontline 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 fastpaced environment
  
• Desired Familiar with ticketing software (ServiceNow) would be a plus.