Service Desk Technician

Vidha It Solutions Llc is hiring a Service Desk Technician for a contract role in a 24/7 enterprise support environment. You will serve as a first point of contact for incidents, questions, and service catalog requests, helping teams resolve issues across multiple locations through phone, web queues, email, and other support channels.

This position is based in a hybrid setup and includes on-campus training at the corresponding campus location, along with defined shift schedules covering required coverage windows.

What you’ll do

• Answer inbound calls daily to deliver technical support and troubleshooting
• Provide support through web queues, outbound interactions, and email
• Use available resources to resolve technical issues in a timely manner
• Document, maintain, and report activities using PC applications such as word processing, spreadsheets, and databases
• Escalate requests that fall outside your scope when necessary
• Attend weekly staff and mentor meetings
• Maintain awareness of adherence to help support business unit success
• Follow ETS Navy Federal practices, policies, and procedures
• Complete other related duties as assigned or appropriate

Required skills and experience

• Knowledge and understanding of the information technology field
• Basic troubleshooting skills to resolve technical problems
• Exposure to enterprise systems and IT terminology
• Experience with resolving routine or standard administrative, operational, or system problems
• Ability to operate in a fast-paced environment that supports enterprise needs 24/7
• Essential personnel status, with potential support for 24x7 operations including evenings, weekends, holidays, and business continuity events as needed
• Comfort adapting quickly in a dynamic environment, handling multiple tasks, and working across various systems and applications to support customer satisfaction

Location, duration, and shifts

• Location: Merrifield, VA / Winchester, VA / Pensacola, FL (HYBRID)
• Duration: Contract
• Shifts: Saturday - Wednesday 0500-1330 EST / Monday - Friday 1100-1930 EST

Interview and training details

• Interviews: Conducted in person at the corresponding campus for the candidate
• Training: Two weeks on campus at the corresponding campus location, 0800-1630 EST, Monday - Friday
• Onsite requirement: May need to maintain an onsite requirement of 12 days a month
• Engagement: NO C2C / ONLY W2

Compensation: USD 25 per hour.