IT Service Desk Agent

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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

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 Skills And Experience

• 2+ years customer service experience.
• 1+ years of proven performance in call center or IT support (i.e., desktop support/field services, Geek Squad, etc.).
• 1+ years’ experience troubleshooting hardware issues on laptops and desktops (Dell, HP, Lenovo, Mac, or equivalent).
• 1+ years’ experience troubleshooting Microsoft Windows Operating Systems.
• 1+ years’ experience troubleshooting Microsoft Office suite software (i.e., Outlook, O365, etc.).
• 1+ years’ experience troubleshooting peripherals (i.e., printers, scanners, kiosks, label printers, etc.).
• 1+ years’ experience troubleshooting software issues (i.e., Active Directory, Citrix, healthcare applications, etc.).
• 1+ years’ experience troubleshooting access issues (i.e., password reset, account unlock, security role verification, etc.).
• 1+ years’ experience troubleshooting connectivity issues (i.e., LAN, WiFi, VPN, etc.).
• Training and/or working knowledge to troubleshoot mobile devices (phones and tablets) on Android and iOS platforms.
• Highly organized with a demonstrated ability to prioritize work in dynamic and fast-paced environments.
• Excellent customer service and communication skills, written and verbal.
• Ability to maintain calm and professional composure in stressful environments.
• Must enjoy working with technology and be able to learn new hardware/software/technical processes quickly.
• Ability to apply problem solving skills across repetitive tasks and demonstrate strong logical and analytical thinking skills.
• Flexible in schedule to work nights, weekends, and/or holidays, depending on assigned shift.
• Strong attention to detail and ability to organize.
• Demonstrate strong typing skills (speed and accuracy).
• Must be able to work independently, as well as within a team environment.
• Must demonstrate and embody Nordic’s maxims.

Desired Skills and experience

• 1+ years’ experience working with ITSM system (i.e., ServiceNow, Remedy, Cherwell, ZenDesk, etc.) preferred.
• Industry-specific certification(s) (e.g., CompTIA A+, Microsoft, HDI, etc.) preferred.
• Bilingual in English and Spanish preferred.
• Experience troubleshooting Mac.
• Experience provisioning access in Active Directory and/or Azure.
• Experience provisioning Microsoft Office licenses, Distribution Lists, Group Mailboxes.
• Experience troubleshooting VDI, MFA.
• Experience using remote-control tools (i.e., Quick Assist, Bomgar, etc.).
• Experience or knowledge with ITIL.
• Basic understanding of Healthcare Terminology.

additional details

• US Remote
• Must have a quiet, private working space
• Must have high speed internet availability, directly connected to a router (no wireless).
• On rare occasion, trips to the Nordic Home Office in Madison, WI may be expected. 

Nordic is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws. We encourage individuals of all backgrounds to apply, including women, minorities, individuals with disabilities, and veterans.