Help Desk Support - Sr

Help Desk Support - Sr
US - VA - Glen Allen

Summary:
Seeking a customer service oriented Service Desk Agent to provide technical support to users in an efficient and accurate manner. You will be considered as the firm’s front line and you will solve basic technical problems while providing support for all assigned areas. The goal is to make sure that associate value is maintained to the standards set forth by the company. This is a call center environment with a steady flow of issues, needs, and requests from internal end users.

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 Service Desk
Interact with end users via softphone 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
At least 1 year of remote help desk support experience
Fluent in English

Preferred Qualifications:
Associates Degree in Computer Science, Information Systems, and Engineering, equivalent certification or military experience
ITIL Certification
Mac integrated basics certificate or 1 + year of equivalent Mac support experience
1+ year of experience working with Windows 7 and Windows 10 operating systems

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