What are the responsibilities and job description for the IT Service Desk Agent position at Nordic Global?
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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
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
- 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
- Working in Madison, WI, is not required, but preferred. Trips to the Nordic Home Office in Madison, WI will be expected
- Ability to take on-call rotations outside of core business hours, including nights and weekends
- Ability to travel up to 5% of the time