Service Desk Agent

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-upProvide application support through remote access tools to resolve internal end user issuesTop notch customer focused supportUtilize ServiceNow as the ticketing tool to track and escalate tickets for end usersMonitor and respond quickly and effectively to calls received to the client Onboarding teamInteract with end users via soft phone or chat modules to resolve primarily software issues but may get questions about hardwareRemotely access and support end user machines to achieve first call resolutionUtilize Service Now as the ticketing tool to track and escalate tickets for end users Requirements:Excellent written and verbal communication skillsHigh School Diploma, GED, equivalent certification or military experienceAt least 1 year of remote help desk support experienceFluent in EnglishMac Integration Basics Certificate or 1 + year of equivalent Mac support experienceWindows 10 Certificate or 1+ years of equivalent Windows OS support experienceHigh School Diploma or equivalent IT certifications/specialityAt least 2 years of experience with remote or in person help desk support for Virtual Machines, PCs, and Macs1+ year of experience with IT ticketing platforms (ex. ServiceNow)Bachelor's DegreeAssociates Degree in Computer Science, Information Systems, and Engineering, equivalent certification or military experienceITIL Certification2+ years of remote help desk support experience1+ years of experience with Active Directory services integration1+ years of experience with Google suite applications1+ years of experience in MDM solution (Airwatch)ITIL certification or A+ certificationMac Integration Basics Certificate or 2+ years of equivalent Mac support experienceWindows 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 BenefitsReferral ProgramExcellent 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.