Offer summary

Qualifications:

Post-secondary education or equivalent experience required., 2+ years of IT service desk or IT support experience required., Experience in supporting Windows 10, AD, O365, Citrix, VPN, and Outlook required., Excellent customer service and communication skills, both written and verbal, required..

Key responsibilities:

Providing first and 1.5 level support to end users via calls, chats, and emails.

Troubleshooting IT issues and documenting them for escalation to the application support team.

Training and mentoring IT Service Desk Agent I’s and serving as a resource for the team.

Maintaining technical documentation and adhering to policies and procedures such as HIPAA.

Job description

Make a difference. Be happy. Grow your career.

IT SERVICE DESK AGENT II

The IT Service Desk Agent II provides first and 1.5 level support to organizations by answering calls, chats, and e-mails from end users by troubleshooting IT issues from end-users, and documenting issues to be handed off to an application support team. This role will also assist in coaching and training IT Service Desk Agent I’s and be available as a resource to Service Desk team members.

Key Responsibilities

The IT Service Desk Agent II will be responsible for, but not be limited to:

Providing quick resolutions and excellent customer service
Supporting and troubleshooting various technology and software such as Windows 10, Microsoft Office products (Word, Excel, PowerPoint, Outlook), network connectivity, VPN connectivity, Citrix, and Mobile Device Management at an advance level
Serving as an internal escalation point for IT Service Desk Agent I’s in resolving difficult end user issues
Responding to end users with an analysis of their IT needs through qualifying questions over the phone and may use remote applications to diagnose the needs
Receiving end user contacts and IT issues via multiple methods including inbound and outbound phone calls, voicemails, chat, and email
Functioning as a single point of contact for problems referred by other individuals by providing close loop on routine queries
Resolving the technical issue as quickly as possible, or adequately documenting and transitioning the issue, following escalation protocols, as needed
Accurately documenting pertinent information for requests and incidents in relevant ticketing system(s)
Providing needed information on IT products and services to end users
Documenting IT investigations and resolutions in a timely manner, using research to quickly understand and diagnose issues
Training and mentoring IT Service Desk Agent I’s and serving as a resource to Service Desk team members
Maintaining technical documentation and services catalog on installation of software, configuration of hardware and troubleshooting protocols
Implementing new technical procedures as needed
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

Post-secondary education or equivalent experience, required
2+ year of IT service desk or IT support experience required
3+ years of customer service experience
Experience in supporting Windows 10, AD, O365, Citrix, VPN, and Outlook required
Experience with system remote management products
In-depth knowledge of computer systems and devices requirements such as network connectivity, VPN connectivity, and Mobile Device Management required
Industry-specific certification(s) (e.g., CompTIA A+, Microsoft, HDI, etc.) required at start or within 6 months of hire
Excellent customer service and communication skills, written and verbal, required
ITIL training and/or experience desired
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 and demonstrate strong logical and analytical thinking skills in a technical environment
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
Bilingual in English and Spanish preferred.

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 profile