Mindlance
Help Desk Support - Inter
Mindlance, Plano, Texas, us, 75086
Job Description: bank 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 bank 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 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 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
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 bank.
Variable start on first shift, e.g. 6am-4pm or 8am-6pm
Must sit onsite in Plano, TX hybrid (Fri-Mon remote/Tue-Thu onsite)
***/hour max bill rate
*** minutes zoom video interview w/ a team lead
contract only - opportunity to extend depending on performance and business needsReason 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."
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
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 bank.
Variable start on first shift, e.g. 6am-4pm or 8am-6pm
Must sit onsite in Plano, TX hybrid (Fri-Mon remote/Tue-Thu onsite)
***/hour max bill rate
*** minutes zoom video interview w/ a team lead
contract only - opportunity to extend depending on performance and business needsReason 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."