Service Desk Agent job at ICONMA Richmond, VA, US

Job Description

Service Desk Agent Location: Richmond, V Duration: 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 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 Call Notes: Team Info: L1 Tech - Service Desk - Call Center Support internal employees on application and software Android/IOS/Windows systems High 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 must Windows/Mac exp exp is a must Nice to have: CompTIA+ Soft Skills: Excellent Communications ICONMA

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