Senior Help Desk Support

ICONMA; Plano (TX); Remote; USD 45,000 - 60,000; Full time

Job summary

A financial services provider is seeking a Senior Help Desk Support in Plano, TX. This role involves providing remote application support, monitoring service desk interactions, and assisting with onboarding. Applicants should have at least one year of help desk experience and relevant certifications. The position offers health benefits and considerable growth opportunities.

Benefits

Health Benefits

Referral Program

Growth and advancement opportunities

Qualifications

• At least 1 year of remote help desk support experience.
• Mac Integration Basics Certificate or equivalent Mac support experience.
• Windows 10 Certificate or equivalent Windows OS support experience.

Responsibilities

• Provide application support through remote access tools.
• Monitor and respond to calls or chats received at the Service Desk.
• Interact with end users to resolve primarily software issues.

Skills

Remote help desk support

Fluent in English

Customer service

Education

High School Diploma or equivalent

Associates Degree in Computer Science or equivalent

Job description

Overview

Our Client, a Financial company, is looking for a Senior Help Desk Support for their Plano, TX location.

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

Requirements

• 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

Preferred

• Associates Degree in Computer Science, Information Systems, and Engineering, equivalent certification or military experience
• ITIL Certification
• 2+ years of remote help desk support experience

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.