Service Desk Analyst Level I

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

R4383