Job Description

The Service Desk is a fast-paced environment that operates 24/7 to support our enterprise. Our Service is responsible for acting as the first point of contact for Enterprise Technology Services (ETS) where we strive to resolve customer incidents, answer questions, and/or assist with submitting Service Catalog Requests wherever necessary. Our vision is to provide customers with a service-oriented, single point of contact within ISD for issue resolution and request fulfillment. Our mission is to extend NFCU’s superior member centric service commitment to employees by addressing IT issues, striving for first-contact resolution whenever possible, timely escalation, management of incidents and service requests to enable employees to serve members around the globe.

We are seeking innovative individuals that can react to a fast-paced environment to leverage and stretch certain skill sets to help us reach a common goal. We are looking for someone that can pivot when needed and has the ability to multitask and work in various systems/applications to help promote customer satisfaction. 

*** A requirement of this position is you must be currently enrolled in college level courses or a degree-seeking program throughout the duration of the internship. Please upload your transcripts by adding them to the “Intern Proof of Enrollment” section of the application.

Navy Federal provides much more than a job. We provide a meaningful career experience, including a culture that is energized, engaged and committed; and fierce appreciation for our teams, who are rewarded with highly competitive pay and generous benefits and perks.

Our approach to careers is simple yet powerful: Make our mission your passion.

• Best Companies for Latinos to Work for 2024
• Computerworld® Best Places to Work in IT
• Forbes® 2024 America’s Best Large Employers
• Forbes® 2023 The Best Employers for New Grads
• Fortune Best Workplaces for Millennials™ 2023   
• Fortune Best Workplaces for Women ™ 2023       
• Fortune 100 Best Companies to Work For® 2024
• Military Times 2023 Best for Vets Employers
• Newsweek Most Loved Workplaces 
• Ripplematch Campus Forward Award - Excellence in Early Career Hiring
• Yello and WayUp Top 100 Internship Programs

From Fortune. ©2024 Fortune Media IP Limited. All rights reserved. Used under license. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, Navy Federal Credit Union.

Equal Employment Opportunity: Navy Federal values and celebrates diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected Veteran.

Hybrid Workplace: Navy Federal Credit Union is a hybrid workplace, and details will be discussed during your interview process.

Disclaimers: Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team’s discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position.

Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.

• Knowledge and understanding of the information technology field
• Basic skill troubleshooting and resolving technical problems
• Exposure to enterprise systems and/or IT terminology
• Exposure to solving routine or standard administrative, operational and/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 - 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

Responsibilities

• Respond to inbound calls daily to provide technical support/troubleshooting
• Provide support via web queue’s, 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