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Form of workClient 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 client 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 issuesMonitor and respond quickly and effectively to calls or chats received to the Client Service DeskInteract with end users via soft phone or chat modules to resolve primarily software issues but may get questions about hardwareRemotely access and support end user machines to achieve first call resolutionUtilize Service Now as the ticketing tool to track and escalate tickets for end usersAssist with onboarding of new Agents by training and allow others to shadowPerform other tasks as needed by the Service Desk Managers Basic Qualifications:High School Diploma, GED, equivalent certification or military experienceAt least 1 year of remote help desk support experienceFluent in EnglishMac Integration Basics Certificate or 1 + year of equivalent Mac support experienceWindows 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 experienceITIL Certification2+ years of remote help desk support experience As an equal opportunity employer, ICONMA prides itself on creating an employment environment that supports and encourages the abilities of all persons regardless of race, color, gender, age, sexual orientation, citizenship, or disability
