IT Help Desk Agent - Agent

Primary Purpose

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.

Minimum Specifications

Education

• High School Diploma Required.
• Prefer Bachelor's degree in Information Technology; Business or CompTIA certifications.

Experience

• Must have a three years of cumulative experience consisting of intermediate level IT help desk, IT service desk, or technical support experience.
• 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.

Equivalent Education and/or Experience

• May have an equivalent combination of education and/or experience in lieu of specific education and/or experience as stated above.

Certification/Registration/Licensure

• Prefer CompTIA certifications. CompTIA A+, CompTIA Network+, CompTIA Security+.
• Prefer Microsoft certification within specific specializations including Office and Windows operating system.

Required Tests for Placement

Skills or Special Abilities

• 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.

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.