Help Desk Support - Inter

Job Description: *** is seeking a customer service oriented Service Desk Agent to provide technical support to users in an efficient and accurate manner. You will be considered as the firm's front line and you will solve basic technical problems while providing support for all assigned areas. The goal is to make sure that *** associate value is maintained to the standards set forth by the company. This is a call center environment with a steady flow of issues, needs and requests from internal end users.
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 *** 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
At 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:
Associates Degree in Computer Science, Information Systems, and Engineering, equivalent certification or military experience
ITIL Certification
2+ years of remote Help Desk Support experience
Training will consist of two weeks working 8-5 M-F including shared classroom-type of instruction followed by several weeks of job-based shadowing. Once onboarded, the available shift times are not set yet but will be morning start times, afternoon start times and nights. Each shift is 9 hours long with 1 hour unpaid lunch. The days off are not set yet but there will be at least one working day during the weekend (Saturday or Sunday). Shift schedules will be set due to the call volume and needs of ***.
30 minutes zoom video interviews w/ Kevin, Alex, Brandon
Contract only position
Reason For Request: backfill associate who left