IT Service Desk Agent

IT Service Desk Agent page is loaded## IT Service Desk Agenttime type:
Full time posted on:
Posted 30+ Days Agojob requisition :
R1771

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
** Additional Details
*** 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### Required Skills And Experience
* 2+ years customer service experience.
* 1+ years of proven performance in call center or IT support (i.e., desktop support/field services, Geek Squad, etc.).
* 1+ years’ experience troubleshooting hardware issues on laptops and desktops (Dell, HP, Lenovo, Mac, or equivalent).
* 1+ years’ experience troubleshooting Microsoft Windows Operating Systems.
* 1+ years’ experience troubleshooting Microsoft Office suite software (i.e., Outlook, O365, etc.).
* 1+ years’ experience troubleshooting peripherals (i.e., printers, scanners, kiosks, label printers, etc.).
* 1+ years’ experience troubleshooting software issues (i.e., Active Directory, Citrix, healthcare applications, etc.).
* 1+ years’ experience troubleshooting access issues (i.e., password reset, account unlock, security role verification, etc.).
* 1+ years’ experience troubleshooting connectivity issues (i.e., LAN, WiFi, VPN, etc.).
* Training and/or working knowledge…