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

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
• 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

Why Should You Apply?

• 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.
Expected salary:
Location: Richmond, VA
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