Help Desk Support

1 month ago


Glen Allen, United States Mindlance Full time

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."



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