Help Desk Support - Sr

Job Title: Help Desk Support - Sr// Service Desk Agent

Location: Richmond, VA 23238 | West Creek 4: 2nd Floor

Duration: 6 months

Schedule: Training will be Monday-Friday for 4 weeks (approximately 9:00 AM-5:00 PM EST). After training, this role operates in a 24/7 helpdesk model, with shifts starting as early as 5:00 AM EST or as late as 11:00 AM-12:00 PM EST. Occasional weekend shifts may be required.

Job Description:

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's 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

Basic Qualifications:

• 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 Qualifications:

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