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Service Desk Agent

Iconma

Richmond, VA

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JOB DETAILS
LOCATION
Richmond, VA
POSTED
30+ days ago
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
 
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.

About the Company

I

Iconma

ICONMA is a global information consulting management firm providing Professional Staffing Services and Project-Based Solutions for organizations in a broad range of industries.

  • Corporate Headquarters in Troy, Michigan; 20+ locations worldwide.
  • Certified Woman-Owned Business Enterprise (WBE); certified by Women’s Business Enterprise National Council, National Women Business Owners Corporation (NWBOC); and California Public Utilities Commission (CPUC).
  • Founded in 2000
  • 2000+ Employees

The company was founded on the principle that success is derived from delivering high quality service and resources in the most responsive, flexible, and innovative way. ICONMA invests in people and resources with a single goal: To provide our customers with the highest quality service in the most responsive manner. Through its network of offices, ICONMA provides the resources to help clients maintain their competitive advantage.

COMPANY SIZE
2,000 to 2,499 employees
INDUSTRY
Management Consulting Services
EMPLOYEE BENEFITS
401K, Employee Referral Program, Life Insurance
FOUNDED
2000
WEBSITE
https://www.iconma.com/