Service Desk Coordinator

About the role

BRMi is seeking a Service Desk Coordinator to support a large financial services client in a hybrid work environment. The Service Desk operates 24/7 as the first point of contact for Enterprise Technology Services (ETS), resolving customer incidents, answering questions, and assisting with Service Catalog Requests. The vision is to provide a service‑oriented single point of contact within ETS for issue resolution and request fulfillment. The mission extends Navy Federal Credit Union’s member‑centric service commitment to employees by addressing IT issues, striving for first‑contact resolution, timely escalation, and management of incidents and service requests to enable employees to serve members globally. The role requires innovative individuals who can pivot, multitask, and work across various systems/applications in a fast‑paced environment to promote customer satisfaction. This position is designated essential personnel and may require supporting 24x7 operations, including evenings, weekends, holidays, and business continuity events as needed.

Responsibilities

• Respond to inbound calls daily to provide technical support/troubleshooting
• Provide support via web queues, outbound interactions, and emails
• Leverage resources to resolve technical issues timely
• Use PC applications (e.g., word processing, spreadsheet, database, etc.) to document, maintain and report functions/activities
• Escalate requests outside of your scope when necessary
• Attend weekly staff/mentor meetings
• Remain cognizant of adherence to help promote business unit success
• Adhere to ETS Navy Federal practices, policies, and procedures
• Perform other related duties as assigned or appropriate

Qualifications

• Knowledge and understanding of the information technology field
• Basic skill troubleshooting and resolving technical problems
• Exposure to enterprise systems and IT terminology
• Exposure to solving routine or standard administrative, operational, or system problems and issues
• Effective verbal and written communication skills
• Ability to leverage finesse/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
• Desired: Familiar with ticketing software (ServiceNow) would be a plus

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) that includes Vacation Leave, Sick Leave, and 11 Paid Holidays
• Educational Assistance

Pay

Salary: $53-58K

Schedule

Shifts: Saturday‑Wednesday 0500‑1330 EST; Monday‑Friday 1100‑1930 EST. Training: two weeks on campus at the corresponding campus location from 0800‑1630 EST Monday‑Friday. Onsite requirement: up to 12 days per month. Hybrid locations: Vienna, VA; Pensacola, FL; Winchester, VA.