Service Desk Specialist (Night Shift) Our client, a Fortune 100 Credit Union, is looking to hire a Service Desk Specialist to join their team on a W2 Contract in Vienna, VA. Supporting Tier 1 technical support.
Work Authorization: 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 EAD, GC Holder, TN Visas. We can only do W2 Contract, we can't do C2C or 1099.
Schedule: - Shift: Sunday - Thursday, 5:00 PM - 1:30 AM EST
- Location: Vienna, VA hybrid role with on-campus availability required as needed
- Training: First two weeks onsite training in Vienna, VA: Monday - Friday, 8:00 AM - 4:30 PM EST
About the Role: The Service Desk operates in a fast-paced, 24/7 environment, serving as the first point of contact for our client's IT team. Their team is dedicated to resolving customer incidents, answering technical inquiries, and assisting with Service Catalog Requests to ensure seamless IT support.
Their vision is to provide a service-oriented, single point of contact within IT for issue resolution and request fulfillment. They're are committed to delivering superior member-centric IT support, emphasizing first-contact resolution, timely escalation, and efficient incident and service request management.
They are seeking innovative, adaptable professionals who can thrive in a dynamic environment. The ideal candidate is a multitasker, comfortable working with various systems and applications, and dedicated to enhancing customer satisfaction.
Responsibilities: - Provide first-level technical support via inbound calls, web queues, outbound interactions, and email.
- Troubleshoot and resolve technical issues efficiently, leveraging available resources.
- Document, maintain, and report activities using PC applications (e.g., Word, Excel, databases).
- Escalate complex issues beyond Tier 1 support scope.
- Participate in weekly staff and mentor meetings.
- Perform additional related duties as required.
Qualifications:Required: - Basic knowledge of IT systems, terminology, and troubleshooting.
- Experience resolving technical issues in a structured support environment.
- Strong verbal and written communication skills, including soft skills for customer interaction.
- Organizational, time management, and multitasking abilities.
- Ability to work independently and collaboratively in a team setting.
Preferred: - 3+ years of Tier 1 IT support or similar experience.
- Experience in a call center or front-line customer support role.
- Understanding of ITIL (Information Technology Infrastructure Library) principles.
- Prior experience in a fast-paced customer service environment.
- Experience with ticketing software (e.g., ServiceNow) is a plus.