Information Technology Service Desk

Overview

The Service Desk operates in a fast‑paced, 24/7 environment as the first point of contact for Enterprise Technology Services (ETS). The team supports employees by resolving IT issues, answering questions, and handling service requests to help staff serve members worldwide. We’re looking for individuals who are adaptable, customer‑focused, and able to multitask across multiple systems.

• Provide technical support and troubleshooting via inbound calls, web queues, outbound outreach, and email
• Resolve issues using available tools and resources; escalate when necessary
• Document work using standard PC applications
• Participate in weekly team meetings and follow ETS policies
• Perform other related duties as needed

• Basic IT knowledge and troubleshooting skills
• Familiarity with enterprise systems and IT terminology
• Strong verbal and written communication abilities
• Ability to multitask accurately in a high‑volume environment
• Works well independently and in a team
• Preferred: 3+ years Tier 1 support experience
• Call center or frontline support background
• ITIL knowledge
• Service Now or similar ticketing system experience
• Experience in fast-paced customer service