IT Service Desk Agent I

Nordic Healthcare Group (NHG)•Shaft, MD

About The Position

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. They are responsible for providing day-to-day technical support to employees for a range of hardware and software related systems. They respond to and diagnose problems through discussion with users, which includes trouble shooting, fault rectification and problem escalation. They provide effective and timely resolution of users’ problems, queries or complaints. They assist in hardware and software evaluation and recommends upgrades or improvements to IT infrastructure.

Requirements

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
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
Ability to take on-call rotations outside of core business hours, including nights and weekends
Ability to travel up to 5% of the time

Nice To Haves

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
Working in Madison, WI, is not required, but preferred.
Trips to the Nordic Home Office in Madison, WI will be expected

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