Service Desk Coordinator

A hybrid Service Desk Coordinator role is available with BRMi, supporting a large financial services client with a fast-paced, 24/7 service desk environment. This position serves as a first point of contact for technical support, incident and request handling, and day-to-day user assistance across multiple communication channels.

You will work to resolve issues promptly, document and maintain support activity using standard PC applications, and escalate items outside your scope when needed. The role is designated as essential personnel, with potential coverage during evenings, weekends, holidays, and business continuity events as operations require.

Role overview

• Provide first point of contact technical support in a 24/7 service desk operating environment
• Support a large financial services client in a hybrid work setting
• May require maintaining an onsite presence of 12 days per month
• Work location may be Vienna, VA (as listed), with hybrid scheduling tied to the role’s specific schedule
• In-person interviews are required at the corresponding campus
• Training will occur for two weeks on campus at the corresponding campus location from 0800-1630 EST, Monday through Friday

Responsibilities

• Answer inbound calls daily to provide technical support and troubleshooting
• Provide support through web queues, outbound interactions, and email
• Use available resources to resolve technical issues in a timely manner
• Use PC applications (word processing, spreadsheets, databases, and similar tools) to document, maintain, and report functions and activities
• Escalate requests outside of your scope when necessary
• Attend weekly staff and mentor meetings
• Maintain awareness of adherence to help promote business unit success
• Follow 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 resolving routine or standard administrative, operational, or system problems
• Effective verbal and written communication skills
• Ability to use finesse and 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
• Desired: 3+ years of Tier 1 support and capabilities or similar
• Desired: Call Center or front-line 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 fast-paced environment
• Plus: Familiarity with ticketing software ServiceNow

Technology

• ServiceNow
• ITIL

Work schedule

• Saturday - Wednesday 0500-1330 EST
• Monday - Friday 1100-1930 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) including Vacation Leave, Sick Leave, and 11 Paid Holidays
• Educational Assistance

Compensation and eligibility

• Salary: USD 53,000 - 58,000 per year
• Minimum experience: 3 years
• This is a W2 opportunity only
• BRMi will not sponsor applicants for work visas for this position