Service Desk Agent
Job title: Service Desk Agent in Richmond, VA at ICONMA
Company: ICONMA
Job description: Our Client, a Financial company, is looking for a Service Desk Agent for their Richmond, VA/Hybrid location.Responsibilities:
- Help users complete provisioning and onboarding technology set-up
- Provide application support through remote access tools to resolve internal end user issues
- Top notch customer focused support
- Utilize ServiceNow as the ticketing tool to track and escalate tickets for end users
- Monitor and respond quickly and effectively to calls received to the client Onboarding team
- 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
- Excellent written and verbal communication skills
- High School Diploma, GED, equivalent certification or military experience
- At 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
- High School Diploma or equivalent IT certifications/speciality
- At least 2 years of experience with remote or in person help desk support for Virtual Machines, PCs, and Macs
- 1+ year of experience with IT ticketing platforms (ex. ServiceNow)
- Bachelor’s Degree
- Associates Degree in Computer Science, Information Systems, and Engineering, equivalent certification or military experience
- ITIL Certification
- 2+ years of remote help desk support experience
- 1+ years of experience with Active Directory services integration
- 1+ years of experience with Google suite applications
- 1+ years of experience in MDM solution (Airwatch)
- ITIL certification or A+ certification
- Mac Integration Basics Certificate or 2+ years of equivalent Mac support experience
- Windows 10 Certificate or 2+ years of equivalent Windows OS support experience
- Excellent growth and advancement opportunities