IT Help Desk Agent - Agent

Parkland Health

2d • Onsite

About The Position

Under general supervision, provide Level 1/Level 1.5 technical support via telephone to clinical and business end-users experiencing issues with connectivity, telephony, software, hardware, peripherals, and smart devices. This role involves interacting with IT teams, documenting issues in a ticketing system, researching solutions, and escalating complex problems as needed. The agent will also identify ways to improve work processes and customer satisfaction.

Requirements

• High School Diploma Required.
• Must have a three years of cumulative experience consisting of intermediate level IT help desk, IT service desk, or technical support experience.
• Must have an intermediate knowledge of a service desk or help desk environment.
• Must have an intermediate knowledge of computers, computer networks and troubleshooting concepts and ticketing software.
• Must be able to communicate effectively, both verbally and in writing.
• Must have the ability to troubleshoot intermediate level technical problems.
• Must be able to use critical thinking skills to identify work arounds and resolve computer problems.
• Must be able to demonstrate empathy. You may be handling contacts from customers in difficult situations.
• Must be able to multitask as you will have to switch between multiple systems while helping customers.
• Must be able to manage inbound calls in a timely and effective manner.
• Must be able to research customer problems using knowledge base articles and other resources.
• Must be able to provide the right solutions to customers or escalate to the appropriate Level 2 support team.
• Must meet quality KPI (Key Performance Indicators) targets.

Nice To Haves

• Prefer Bachelor's degree in Information Technology; Business or CompTIA certifications.
• Prefer a minimum of three years of IT ticketing system experience or exposure.
• Prefer a minimum of one year of Major Incident Management experience or exposure.
• Prefer entry level software design experience or exposure.
• Prefer entry level network engineering knowledge experience or exposure.
• Prefer CompTIA certifications. CompTIA A+, CompTIA Network+, CompTIA Security+.
• Prefer Microsoft certification within specific specializations including Office and Windows operating system.

Responsibilities

• Provides Level 1/Level 1.5 technical support via telephone to clinical and business end-users experiencing issues with connectivity, telephony, software, hardware, peripherals, and smart devices.
• Interacts with IT teams, IT analysts, and other IT staff members to troubleshoot, identify and resolve technical issues.
• Leverages the IT ticketing system to document end-user issue, research knowledge base articles, and document troubleshooting steps performed to resolve the issue or reassign the ticket to a Level 2 team.
• Simulates or recreates end-user problems in order to resolve computer or software problems.
• Escalates more complex problems to higher level co-workers or leaders, as needed.
• Integrates knowledge gained into current work practices.
• Reports all team member related issues to appropriate management for correction or improvement.
• Identifies ways to improve work processes and improve customer satisfaction. Makes recommendations to supervisor or manager in support of the overall goals of the department and Parkland.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED