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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. They are responsible for providing day-to-day technical support to employees for a range of hardware and software related systems. They respond to and diagnose problems through discussion with users, which includes trouble shooting, fault rectification and problem escalation. They provide effective and timely resolution of users’ problems, queries or complaints. They assist in hardware and software evaluation and recommends upgrades or improvements to IT infrastructure.

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

• 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.