Job Description
Job Description
Service Desk Analyst (Hybrid – Winchester, VA)
Pay: $25/hour on W2
Schedule: Hybrid (Training Onsite – First 2 Weeks)
About the Role
Join a fast-paced, 24/7 Service Desk team supporting Navy Federal Credit Union’s enterprise IT operations. As the first point of contact for Enterprise Technology Services (ETS), you'll troubleshoot technical issues, resolve service requests, and deliver exceptional support to internal users worldwide. Our goal is first-contact resolution and superior service delivery that empowers employees to serve members effectively.
Key Responsibilities
- Provide Tier 1.5 technical support via phone, email, web queues, and outbound contact.
- Troubleshoot hardware, software, VPN, network connectivity, and mobile devices.
- Assist with password resets, account lockouts, and authentication issues.
- Use ServiceNow to log, escalate, and track incidents and service requests.
- Follow documented procedures and knowledge base articles for issue resolution.
- Participate in regular staff and mentorship meetings.
- Maintain compliance with ETS policies and performance metrics.
- Perform other related duties as assigned.
Required Qualifications
- 3+ years of Tier 1+ technical support experience in a help desk or service desk environment.
- Strong troubleshooting skills in desktop/laptop hardware, software, and remote tools.
- Familiarity with Active Directory, VPN, and 2FA.
- Effective communication and soft skills when interacting with end users.
- Ability to manage multiple tasks and prioritize in a dynamic environment.
- Basic knowledge of IT terminology and enterprise systems.
- Experience documenting issues and resolutions accurately in a ticketing system.
Preferred Qualifications
- Experience in a call center or fast-paced customer support environment.
- Familiarity with Navy Federal Credit Union systems and procedures.
- Exposure to ITIL practices.
- Proficiency with ServiceNow or similar ITSM platforms.
- Understanding of major incident response processes.
Work Environment Requirements
- Professional, distraction-free home office setup.
- Wired internet connection (no WiFi or mobile hotspots).
- Reliable internet service for stable connectivity.
- Equipment provided: Wyse terminal and dual monitors (router must have 2 ports – one for terminal, one for VoIP phone).
Common Interview Topics
- Handling irate customers and difficult conversations.
- Troubleshooting scenarios (application outages, printer issues, power failures).
- How to gather and document critical outage details
- Communication and customer service skill assessment.
- Situational and behavioral questions (problem-solving, teamwork, etc.).
Company Description
Seneca Resources is a client driven provider of strategic Information Technology consulting services and Workforce Solutions to government and industry. Seneca Resources is a leading IT services provider with offices in Virginia, Alabama, Georgia, Florida and Texas that service clients throughout the United States.
We are an Equal Opportunity Employer and value the benefits of diversity in our workplace.
Company Description
Seneca Resources is a client driven provider of strategic Information Technology consulting services and Workforce Solutions to government and industry. Seneca Resources is a leading IT services provider with offices in Virginia, Alabama, Georgia, Florida and Texas that service clients throughout the United States.\r\n\r\nWe are an Equal Opportunity Employer and value the benefits of diversity in our workplace.