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.Key ResponsibilitiesProviding a high level of professionalism and customer serviceServing as first point of contact for end users seeking IT assistanceSupporting various technology and software such as Windows 10, Microsoft Office products (Word, Excel, PowerPoint, Outlook), network connectivity, VPN connectivity, Citrix, and Mobile Device ManagementResponding to end users with an analysis of their needs through qualifying questions over the phone and may use remote applications to diagnose the needsPerforming remote troubleshooting through technical diagnostic techniques, remote software, and pertinent questionsTaking end user calls about issues, resolving the issue during the call, or adequately documenting and transitioning the issue, following escalation protocols, as neededWalk end user through IT problem solving or workflow processAccurately documenting pertinent information for requests and incidents in relevant ticketing system(s)Identifying and escalate high-priority IT issues appropriatelyDocumenting investigations and resolutions in a timely manner, using research to quickly understand and diagnose issuesDirecting unresolved issues to the next level IT personnelMaintaining and expanding knowledge of help desk procedures and servicesAdhering to policies and procedures such as HIPAA and client notification expectationsAttending and participating in team meetingsWorking on assigned projects on an ad hoc basis and assisting with other corporate initiatives as necessary, directed, assigned, or requestedSkills and ExperienceExcellent customer service and communication skills, written and verbal1+ years of IT Service Desk or IT Support experience requiredGeneral knowledge and/or experience in computer systems/software such as network connectivity, VPN connectivity, O365, AD, and Mobile Device ManagementITIL training and/or experience desiredIndustry-specific certification(s) (e.g., CompTIA A+, Microsoft, HDI, etc.) preferredProficient in English to support our clients’ needs. Spanish is a plusMust enjoy working with technology, be able to learn new software quickly, and have strong typing skillsAbility to apply problem solving skills across repetitive tasksAbility to work nights and weekends, depending on assigned shiftStrong attention to detail and ability to organizeMust be able to work independently, as well as within a team environmentMust demonstrate and embody Nordic’s maximsAdditional DetailsAbility to take on-call rotations outside of core business hours, including nights and weekendsAbility to travel up to 5% of the time
22 days ago