About this role
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