IT Service Desk Agent

Make a difference. Be happy. Grow your career. IT Service Desk Agent I

The IT Service Desk Agent provides level 1 support to organizations by answering, calls, chats, and e-mails from end users, resolves basic IT issues, and documents issues to be handed off to an application support team.

Key Responsibilities Providing a high level of professionalism and customer service Serving as first point of contact for end users seeking IT assistance Supporting various technology and software such as Windows 10, Microsoft Office products (Word, Excel, PowerPoint, Outlook), network connectivity, VPN connectivity, Citrix, and Mobile Device Management Responding to end users with an analysis of their needs through qualifying questions over the phone and may use remote applications to diagnose the needs Performing remote troubleshooting through technical diagnostic techniques, remote software, and pertinent questions Taking end user calls about issues, resolving the issue during the call, or adequately documenting and transitioning the issue, following escalation protocols, as needed Walk end user through IT problem solving or workflow process Accurately documenting pertinent information for requests and incidents in relevant ticketing system(s) Identifying and escalate high-priority IT issues appropriately Documenting investigations and resolutions in a timely manner, using research to quickly understand and diagnose issues Directing unresolved issues to the next level IT personnel Maintaining and expanding knowledge of help desk procedures and services Adhering to policies and procedures such as HIPAA and client notification expectations Attending and participating in team meetings Working on assigned projects on an ad hoc basis and assisting with other corporate initiatives as necessary, directed, assigned, or requested

Skills and Experience

Excellent customer service and communication skills, written and verbal 1+ years of IT Service Desk or IT Support experience required General knowledge and/or experience in computer systems/software such as network connectivity, VPN connectivity, O365, AD, and Mobile Device Management ITIL training and/or experience desired Industry-specific certification(s) (e.g., CompTIA A+, Microsoft, HDI, etc.) preferred Proficient in English to support our clients’ needs. Spanish is a plus Must enjoy working with technology, be able to learn new software quickly, and have strong typing skills Ability to apply problem solving skills across repetitive tasks Ability to work nights and weekends, depending on assigned shift Strong attention to detail and ability to organize Must be able to work independently, as well as within a team environment Must demonstrate and embody Nordic’s maxims