Help Desk Support - Inter

Job Description: LOCATION & SHIFT DETAILS: MUST BE LOCAL TO RICHMOND, VA: HYBRID SCENARIO: TUES THROUGH THURSDAY EVERY WEEK ONSITE AT KNOLLS LOCATION, MONDAY & FRIDAY, REMOTE; HOURS 9:00AM TO 5:00PM EST Service Desk Agent 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 bank 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 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). Reason For Request: EEO: "Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of - Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans."