Service Desk Coordinator

Job#: 3052793
Job Description:
Service Desk Coordinator
Location: Merrifield, VA is preferred; Open to candidates local to Winchester, VA or Pensacola, FL (Hybrid)
Role Overview
We are seeking a Service Desk Coordinator for a fast-paced, 24/7 enterprise environment. This role serves as the first point of contact for technology services, focusing on resolving customer incidents, answering questions, and fulfilling service requests. The position requires individuals who can multitask and adapt to a dynamic environment to ensure high levels of customer satisfaction. This role is designated as essential personnel and may involve supporting operations during evenings, weekends, and holidays.
Work Schedule
This position requires flexibility to work one of the following shifts: Saturday - Wednesday from 5:00 AM to 1:30 PM EST, or Monday - Friday from 11:00 AM to 7:30 PM EST. An initial two-week training period will be conducted on-site from Monday to Friday, 8:00 AM to 4:30 PM EST. A hybrid work model requires a minimum of 12 days on-site per month.
Key Responsibilities

• Respond to inbound calls to provide technical support and troubleshooting.
• Provide support through web queues, outbound interactions, and emails.
• Leverage resources to resolve technical issues in a timely manner.
• Utilize PC applications to document, maintain, and report on functions and activities.
• Escalate requests that are outside the scope of your responsibilities.
• Adhere to established practices, policies, and procedures.
• Perform other related duties as assigned.

Required Qualifications

• Knowledge and understanding of the information technology field.
• Basic skill in troubleshooting and resolving technical problems.
• Exposure to enterprise systems and IT terminology.
• Experience with solving routine administrative, operational, or system problems.
• Effective verbal and written communication skills.
• Ability to use 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 as part of a team.

Preferred Qualifications

• Three or more years of Tier 1 support experience or similar capabilities.
• Call center or front-line customer support experience.
• Previous customer service experience in a fast-paced environment.
• Knowledge of ITIL (Information Technology Infrastructure Library).
• Familiarity with ticketing software, such as ServiceNow.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
Everforth Apex uses a virtual recruiter as part of the application process. Click for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at
Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.
Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.
If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at or . Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.
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