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.