IT Service Desk Agent I - Madison, United States - Nordic

Nordic

Verified Company

Madison, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Make a difference. Be happy. Grow your career.

IT SERVICE DESK AGENT I
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

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 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

IT Service Desk Agent I

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
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 highpriority 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
Industryspecific 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 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