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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