Network/Operations - Help Desk Support - Inter Help Desk Support - Inter - eTeam Inc.

Glen Allen, VA 23060

About the Job

Job title:- Help Desk Support
Location:- Richmond, VA (Hybrid)
Duration:- 06 Months with high possibility of extension
Pay rate:- $20/hr - $23/hr on W2 without any benefits

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
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).

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:

Associate degree in computer science, Information Systems, and Engineering, equivalent certification or military experience
ITIL Certification
2+ years of remote help desk support experience

Source : eTeam Inc.