Service Desk Technician

A financial services organization is seeking a Service Desk Technician in Vienna, Virginia to provide front-line technical support in a high-volume enterprise environment. This role is focused on resolving hardware, software, application, and access-related issues while delivering strong customer service to internal users. About the

Opportunity:

Shift:

Day shift

Schedule:

Monday through

Friday Hours:

Standard business

Setting:

Hybrid (at least 3 days a week onsite)

Responsibilities:

Provide Tier 1 technical support for hardware, software, application, and access-related issues Respond to inbound calls, emails, and ticketing system requests from internal users Document incidents, service requests, and resolutions in enterprise ticketing tools Troubleshoot issues using available resources and knowledge bases to support timely resolution Escalate incidents and requests outside of established support scope when needed

Qualifications:

3+ years of Service Desk, Help Desk, Technical Support, or related IT support experience High School Diploma or equivalent Knowledge of information technology concepts, systems, and terminology Experience troubleshooting and resolving technical issues in a professional environment Experience utilizing ticketing systems to document and manage incidents and service requests Strong verbal and written communication skills Excellent customer service and interpersonal skills Strong organizational and time management abilities Ability to multitask and manage competing priorities in a fast-paced environment Ability to work independently and collaboratively within a team setting

Desired Skills:

Previous experience supporting a large enterprise or call center environment Familiarity with ServiceNow or similar IT Service Management platforms Knowledge of ITIL principles and service management best practices Experience providing front-line customer support in a high-volume environment Knowledge of financial services operations, policies, and procedures