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.