Service Desk Agent Location: Richmond, VA Duration: 7 months 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 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 Call Notes: Team Info: L1 Tech - Service Desk - Call Center Support internal employees on application and software Android/IOS/Windows systems High Volume Fast paced environment - 1st call resolution 24-30 Tickets Role Info: Hands on Service Desk Agent role with good Customer Service, Windows/Mac exp & excellent communications background. Top Skills: Customer Service Support exp is a must Windows/Mac exp exp is a must Nice to have: CompTIA+ Soft Skills: Excellent Communications