ICONMA
Service Desk Agent
ICONMA, Richmond, Virginia, United States, 23214
Service Desk Agent
Location: Richmond, VDuration: 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 experiencet 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:ssociates Degree in Computer Science, Information Systems, and Engineering, equivalent certification or military experienceITIL Certification2+ years of remote help desk support experience
Call Notes:Team Info:L1 Tech - Service Desk - Call CenterSupport internal employees on application and software Android/IOS/Windows systemsHigh 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 mustWindows/Mac exp exp is a must
Nice to have:CompTIA+
Soft Skills:Excellent Communications
Location: Richmond, VDuration: 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 experiencet 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:ssociates Degree in Computer Science, Information Systems, and Engineering, equivalent certification or military experienceITIL Certification2+ years of remote help desk support experience
Call Notes:Team Info:L1 Tech - Service Desk - Call CenterSupport internal employees on application and software Android/IOS/Windows systemsHigh 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 mustWindows/Mac exp exp is a must
Nice to have:CompTIA+
Soft Skills:Excellent Communications