Help Desk Specialist

We are seeking a customer service oriented Service Desk Agent to provide technical support to users in an efficient and accurate manner. You will be considered as the firm’s front line and you will solve basic technical problems while providing support for all assigned areas.

• 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 allowing others to shadow
• Perform other tasks as needed by the Service Desk Managers

• High School Diploma, GED, equivalent certification or military experience
• At least 1 year of remote help desk support experience
• Mac Integration Basics Certificate or 1+ year of equivalent Mac support experience
• Windows 10 Certificate or 1+ years of equivalent Windows OS support experience

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

Equal Opportunity Employer/Veterans/Disabled.