IT Help Desk Agent

## IT Help Desk Agent Apply locations:
8435 Stemmons Bldg.time type:
Part time posted on:
Posted Todayjob requisition :
987715#
*** Part-time- days vary
*** 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.
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