Service Desk Specialist

Job Title & Location

Service Desk Specialist – Hybrid Work Model, Reporting to Pensacola, FL (Shift: Hybrid, all times in EST). 1000 to 1830 EST Tuesday through Saturday. Location GPO, Hybrid, require 10 days a month on campus. Training will be for two weeks on campus in GPO Building 8 from 08:00–16:30 EST.

Pay Rate: $27/hr (W2). Position Type:
Multiyear Contract.

The Service Desk operates 24/7 to support our enterprise. It is the first point of contact for Enterprise Technology Services (ETS), where we resolve customer incidents, answer questions, and assist with submitting Service Catalog Requests. The vision is to provide customers with a service‑oriented, single point of contact for issue resolution and request fulfillment, and the mission is to extend superior member‑centric service commitment to employees by addressing IT issues, striving for first‑contact resolution whenever possible, timely escalation, and management of incidents and service requests.

We seek innovative individuals who can react to a fast‑paced environment, leverage and stretch skills, pivot when needed, multitask, and work in various systems/applications to promote customer satisfaction.

• 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 in a timely manner.
• 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.
• Remind adherence to help promote business unit success.
• Adhere to ETS practices, policies, and procedures.
• Perform other related duties as assigned or appropriate.

• 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 client 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 (Service Now) would be a plus.

System One, and its subsidiaries, provide health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.

: #851-Rockville-S1