Service Desk Coordinator

BRMi is seeking a Service Desk Coordinator. Our Service Desk operates in a fast-paced, 24x7 environment and serves as the primary point of contact for enterprise technology support. The team is responsible for resolving technical incidents, answering user inquiries, and assisting with service request submissions while delivering a high-quality customer experience. Our vision is to provide a service-oriented, single point of contact for technology support, focused on efficient issue resolution and seamless request fulfillment. Our mission is to empower employees through reliable IT support by addressing technical challenges, driving first-contact resolution whenever possible, ensuring timely escalation of complex issues, and effectively managing incidents and service requests to support business operations across the organization. We are seeking motivated and adaptable professionals who thrive in dynamic environments and are passionate about delivering exceptional customer service. The ideal candidate can quickly adjust to changing priorities, effectively multitask, and navigate multiple systems and applications while maintaining a strong focus on customer satisfaction and operational excellence. Hybrid in Vienna, VA; Pensacola, FL; or Winchester, VA 3 days per week, * 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 best practices, policies, and procedures * Perform other related duties as assigned or appropriate

Do you have experience in Customer communication?, * 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 ITIL (Information Technology Infrastructure Library) * Desired - Previous customer service in a fast-paced environment * Desired - Familiar with ticketing software (ServiceNow) would be a plus

Pulled from the full job description

• Tuition reimbursement
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance
• Life insurance
• Disability insurance, * Comprehensive Medical, Dental, and Vision Insurance
• Employer-Paid Life Insurance
• Employer-Paid Short-Term and Long-Term Disability Insurance
• 401(k)
• Paid Time Off (PTO) that includes Vacation Leave, Sick Leave, and 11 Paid Holidays
• Educational Assistance

Salary Range: $52K-$58K