Service Desk Agent

ICONMA; Richmond; Hybrid; GBP 26,000 - 38,000; Full time

Job summary

A financial company is seeking a Service Desk Agent for their Richmond, VA/Hybrid location. This role will primarily involve assisting users with technology setups and providing customer-focused support for software issues through remote access tools. The ideal candidate should possess excellent communication skills, a High School Diploma or equivalent, and at least one year of help desk support experience. This is a great opportunity for those looking to grow in a supportive work environment with health benefits and career advancement prospects.

Benefits

Health Benefits

Referral Program

Excellent growth and advancement opportunities

Qualifications

• At least 1 year of remote help desk support experience.
• High School Diploma, GED, or equivalent certification.
• Fluent in English.

Responsibilities

• Help users complete provisioning and onboarding technology set-up.
• Provide application support through remote access tools.
• Monitor and respond quickly to calls received.

Skills

Excellent written and verbal communication skills

Remote help desk support experience

Mac support experience

Windows OS support experience

IT ticketing platform experience

Education

High School Diploma or equivalent

Bachelor’s Degree

Associates Degree in Computer Science or equivalent

Tools

ServiceNow

Active Directory

Google suite applications

MDM solution (Airwatch)

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 escape 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 escale tickets for end users

Requirements

• 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

Per the manager

• One thing I would like to be sure/clear on to suppliers is that this position is for an inbound call environment first and foremost.
• The primary role/responsibility will be taking calls from our queue, and then there will be opportunity to get involved in other work/responsibilities of our team as the position demonstrates their knowledge and ability to first learn the processes, and is doing a good job managing the volume they are receiving through the queue

Why Should You Apply?

• Health Benefits
• Referral Program
• Excellent growth and advancement opportunities

As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or express, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws.