Nordic Global
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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
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 escalating 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
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.
Seniority Level
Entry level
Employment Type
Full-time
Job Function
Information Technology
Industries
IT Services and IT Consulting
#J-18808-Ljbffr
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
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 escalating 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
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.
Seniority Level
Entry level
Employment Type
Full-time
Job Function
Information Technology
Industries
IT Services and IT Consulting
#J-18808-Ljbffr