Service Desk Coordinator

Position Title: Service Desk Coordinator

Location: Winchester, VA (Hybrid)

Clearance Requirements: None

Position Status: Contract to Hire

Pay Rate: $18 - $23 per hour

Shift Hours: 1430 - 2300 ET M-F // 1500 - 2330 ET M-F // 1530 - 0000 ET M-F

Position Description:

We are seeking a customer-focused Service Desk Coordinator to join a fast-paced, 24/7 enterprise IT support environment. This role serves as the first point of contact for internal employees, providing high-quality technical support, incident resolution, and service request fulfillment across multiple systems and platforms.

The ideal candidate is adaptable, tech-savvy, and service-oriented—someone who thrives in a dynamic environment, multitasks effectively, and is committed to delivering first-call resolution whenever possible. This role plays a critical part in ensuring seamless technology support that enables employees to perform at their best.

Key Responsibilities:

• Provide Tier 1 technical support via inbound calls, web queues, email, and outbound interactions
• Diagnose, troubleshoot, and resolve common hardware, software, and application issues
• Accurately document incidents, service requests, and resolutions using ticketing systems
• Escalate complex issues to appropriate Tier 2/3 teams following defined procedures
• Meet productivity, quality, and adherence metrics in a high-volume service desk environment
• Participate in team meetings, coaching sessions, and continuous improvement initiatives
• Follow established IT service management (ITSM) processes, policies, and best practices
• Maintain a strong focus on customer satisfaction and professional communication
• Perform additional duties as needed to support operational success

Required Skills / Education:

• Foundational knowledge of information technology concepts and IT support operations
• Experience troubleshooting basic technical issues (hardware, software, systems, or access-related)
• Familiarity with enterprise IT environments and common IT terminology
• Strong verbal and written communication skills with a customer-first mindset
• Ability to multitask, prioritize, and manage time effectively in a fast-paced setting
• Strong attention to detail and documentation accuracy
• Ability to work independently and collaboratively within a team

Preferred Qualifications:

• 3+ years of Tier 1 Service Desk, Help Desk, or Technical Support experience
• Call center or front-line customer support experience
• Exposure to ITIL-based service management practices
• Experience using ticketing systems such as ServiceNow
• Prior experience supporting users in a high-volume or enterprise environment

About Seneca Resources

At Seneca Resources, we are more than just a staffing and consulting firm, we are a trusted career partner. With offices across the U.S. and clients ranging from Fortune 500 companies to government organizations, we provide opportunities that help professionals grow their careers while making an impact.

When you work with Seneca, you’re choosing a company that invests in your success, celebrates your achievements, and connects you to meaningful work with leading organizations nationwide. We take the time to understand your goals and match you with roles that align with your skills and career path. Our consultants and contractors enjoy competitive pay, comprehensive health, dental, and vision coverage, 401(k) retirement plans, and the support of a dedicated team who will advocate for you every step of the way.

Seneca Resources is proud to be an Equal Opportunity Employer, committed to fostering a diverse and inclusive workplace where all qualified individuals are encouraged to apply.