Contractor (Service Desk - Part Time)

Ampcus, Inc
United States, Florida, Pensacola
Sep 13, 2024
Ampcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. We are in search of a highly motivated candidate to join our talented Team. Job Title: Contractor (Service Desk - Part Time) Location(s): Pensacola, FL 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 * 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 Ampcus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, age, protected veterans or individuals with disabilities.