IT Help Desk Agent

Parkland Health; Dallas (TX); On-site; USD 45,000 - 60,000; Full time

Job summary

Parkland Health in Dallas seeks an IT Help Desk professional to provide Level 1/Level 1.5 support for end-users experiencing connectivity, telephony, software, hardware, and smart device issues. You will work with IT teams to troubleshoot and resolve problems, documenting steps in the ticketing system and researching knowledge bases.

The role emphasizes effective communication, multitasking across systems, and the ability to deliver timely solutions while maintaining empathy for users in

Qualifications

• Three years of cumulative IT help desk/service desk experience.
• Prefer three years using an IT ticketing system.
• Prefer one year of Major Incident Management exposure.
• Prefer entry level software design exposure.
• Prefer entry level network engineering exposure.

Responsibilities

• Provide Level 1/Level 1.5 technical support via telephone for connectivity, telephony, software, hardware, peripherals, and smart devices.
• Interact with IT teams to troubleshoot and resolve issues.
• Document issues in the IT ticketing system and research knowledge base articles.
• Reproduce end-user problems to resolve computer or software issues.
• Escalate complex problems to Level 2 as needed.
• Suggest improvements to processes and customer satisfaction.

Skills

IT support

Troubleshooting

Communication

Multitasking

Empathy

Critical thinking

Education

High School Diploma

Bachelor's degree preferred

CompTIA certifications preferred

Tools

IT ticketing system

Knowledge base

Job description

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.

Requisition ID: 989318