Job Description

Service Desk Agent


Location: Richmond, V
Duration: 7 months



Description:
Responsibilities:
- Provide application support through remote access tools to resolve internal end user issues
- Monitor and respond quickly and effectively to calls or chats received to the Client Service Desk.
- Interact with end users via soft phone or chat modules to resolve primarily software issues but may get questions about hardware
- Remotely access and support end user machines to achieve first call resolution
- Utilize Service Now as the ticketing tool to track and escalate tickets for end users
- Assist with onboarding of new Agents by training and allow others to shadow
- Perform other tasks as needed by the Service Desk Managers



Basic Qualifications:
High School Diploma, GED, equivalent certification or military experience
t least 1 year of remote help desk support experience
Fluent in English
Mac Integration Basics Certificate or 1 + year of equivalent Mac support experience
Windows 10 Certificate or 1+ years of equivalent Windows OS support experience



Preferred Qualifications:
ssociates Degree in Computer Science, Information Systems, and Engineering, equivalent certification or military experience
ITIL Certification
2+ years of remote help desk support experience



Call Notes:

Team Info:
L1 Tech - Service Desk - Call Center
Support internal employees on application and software Android/IOS/Windows systems
High Volume Fast paced environment - 1st call resolution 24-30 Tickets

Role Info:
Hands on Service Desk Agent role with good Customer Service, Windows/Mac exp & excellent communications background.

Top Skills:
Customer Service Support exp is a must
Windows/Mac exp exp is a must



Nice to have:
CompTIA+



Soft Skills:
Excellent Communications Iconma LLC

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