Help Desk Support - Inter

Job Description: ***LOCATION & SHIFT DETAILS: MUST BE LOCAL TO RICHMOND, VA: HYBRID SCENARIO: TUES THROUGH THURSDAY EVERY WEEK ONSITE AT KNOLLS LOCATION, MONDAY & FRIDAY, REMOTE; HOURS = 9:00AM TO 5:00PM EST*** Service Desk Agent 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 bank 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 t 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: ssociates Degree in Computer Science, Information Systems, and Engineering, equivalent certification or military experience ITIL Certification 2+ years of remote help desk support experience Training will consist of two weeks working 8-5 M-F including shared classroom-type of instruction followed by several weeks of job-based shadowing. Once onboarded, the available shift times are not set yet but will be morning start times, afternoon start times and nights. Each shift is 9 hours long with 1 hour unpaid lunch. The days off are not set yet but there will be at least one working day during the weekend (Saturday or Sunday). Reason For Request: EEO: "Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of - Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans."

Created: 2024-10-29