Service Desk Technician (PART TIME) Our client, a Fortune 100 Credit Union, is looking to add a Service Desk Technician (Tier 1) to join their team on a required hybrid schedule in Pensacola, FL. This is a Part time role.
- Training Schedule: First Two weeks, Monday - Friday, 8:00 AM - 4:30 PM EST (before transitioning to the assigned shift).
- After training, this is a 20 hour/week part time role.
- Location: Hybrid in Pensacola, FL.
- Work Authorization Requirements: Candidates are required to be legally authorized to work in the United States without a sponsoring employer indefinitely. At this time, we can only accept US Citizens, GC Holders, GC EAD, TN Visas.
- Work Type: W2 Contract. We can't do C2C arrangements.
The Service Desk operates 24/7 in a fast-paced environment, serving as the first point of contact. for technology services. Our goal is to provide high-quality support by resolving customer incidents, answering inquiries, and assisting with service requests.
Our vision is to offer a service-oriented, single point of contact for technology services, ensuring efficient issue resolution and request fulfillment. Our mission is to extend superior, member-centric service to employees by addressing IT issues, striving for first-contact resolution, and ensuring timely escalation when needed.
We are looking for innovative individuals who can thrive in a fast-paced environment, pivot as needed, multitask effectively, and navigate various systems and applications to promote customer satisfaction.
Responsibilities: - Respond to inbound calls and provide technical support/troubleshooting
- Assist users via web queues, outbound interactions, and emails
- Utilize available resources to resolve technical issues in a timely manner
- Document, maintain, and report functions/activities using PC applications (e.g., Word, Excel, databases)
- Escalate requests beyond scope when necessary
- Participate in weekly staff/mentor meetings
- Support overall business unit success by maintaining awareness of key initiatives
- Perform other related duties as assigned
Qualifications:Required: - Basic knowledge of IT concepts and terminology
- Strong troubleshooting and problem-solving skills
- Exposure to enterprise systems and IT support processes
- Ability to handle multiple tasks with accuracy and efficiency
- Effective verbal and written communication skills
- Strong customer service and soft skills when interacting with end users
- Basic organizational, planning, and time management skills
- Ability to work independently and in a team environment
Preferred: - 3+ years of Tier 1 IT support experience
- Call center or front-line customer support experience
- Familiarity with ITIL (Information Technology Infrastructure Library)
- Prior customer service experience in a fast-paced environment
- Experience with ticketing software (ServiceNow is a plus)