Help Desk Support

job summary:

Our client is looking for a Tier 1 Help Desk Specialist to provide high-touch technical support within our global operations. This role focuses on deep-dive troubleshooting to resolve issues on the first contact.

location: Henrico, Virginia

job type: Contract

salary: $20.00 - 22.55 per hour

work hours: 9am to 5pm

education: Associates



responsibilities:

Core Responsibilities:

• Issue Resolution: Handle multi-channel support requests with a focus on driving full resolution
• Technical Support: Assist with hardware/software configurations, cloud workspaces, and IAM tasks.
• Knowledge Utilization: Use internal databases to maintain high service standards.
• Assisting and troubleshooting in software and hardware issues in a high availability environment and collaborating with other partner teams.
• Assisting in the service desk support team while configuring 14-16 Windows 10/11 and MacOS laptops per day via phone calls and/or Zoom.
• Assisted in maintaining an up-to-date knowledge base, enabling the team to resolve common issues efficiently.
• Contributed to the development and improvement of standard operating procedures for the Help Desk

- 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 Capital One 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

qualifications:

Requirements

Skillset: Technical aptitude paired with exceptional communication skills.

Experience: Previous experience in a corporate service desk environment.

Training: Must be able to complete a comprehensive training program prior to starting live operations.

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

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.