Address
Form of workHelpdesk Support
Location: Richmond, VA
Duration: 3 months
Description:
Client 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 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
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
As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
Location: Richmond, VA
Duration: 3 months
Description:
Client 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 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
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
As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
