1. Location: WCC (Winchester, VA) / Shift Timing: Mon-Fri - 08:00-16:30
2. Location: HDQ (Vienna, VA). (Hybrid) / Shift Timing: – 07:00 to 11:00 A.M EST (Part time) – Per day 4 hrs. Tuesday – Saturday

• 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.

Requirements

• 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.