Help Desk Support

TL;DR

Help Desk Support: Providing application support and resolving internal end-user issues through remote access tools and ticketing systems with an accent on first call resolution and effective communication. Focus on monitoring and responding to calls/chats, troubleshooting software/hardware issues, and utilizing Service Now for ticket management.

Location: Hybrid required, must sit onsite in West Creek, Richmond, VA (Tuesday-Thursday). Remote is NOT an option. Must be able to work 1st or 2nd shift (5am-11pm ET), and may work weekends (five days/week).

Salary: $20-22/HR on W2 Only

Company

hirify.global is a staffing company providing talent for various industries, including finance.

What you will do

• Provide application support and resolve internal end-user issues using remote access tools.
• Monitor and respond quickly and effectively to calls or chats received by the client’s Service Desk.
• Interact with end-users to resolve primarily software issues, and sometimes hardware questions.
• Remotely access and support end-user machines to achieve first call resolution.
• Utilize Service Now as the ticketing tool to track and escalate tickets.
• Assist with onboarding new agents by training and allowing others to shadow.

Requirements

• Must sit onsite in West Creek, Richmond, VA (Tuesday-Thursday).
• Ability to work 1st or 2nd shift (5am-11pm ET).
• Availability for weekend shifts (five days/week schedule determined after training).
• Experience providing application support through remote access tools.
• Proficiency in utilizing Service Now as a ticketing tool.
• Ability to resolve primarily software issues and answer hardware questions.

Culture & Benefits

• Hybrid work setting required (onsite Tue-Thu).
• Opportunity to work various shifts including early mornings and afternoon/evenings.
• Temporary duration of 7+ months.
• Training provided for new agents.