IT Help Desk Agent

Parkland Health; United States; On-site; USD 42,000 - 55,000; Full time

Job summary

Parkland Health is seeking a technically capable help desk specialist to provide Level 1/1.5 support to clinical and business end-users. You will troubleshoot connectivity, telephony, software, hardware, and smart devices, and document resolutions in the ticketing system.

You will work with IT teams to resolve issues, perform problem recreation, and escalate complex cases to Level 2 staff as needed, while maintaining empathy and strong communication with customers.

Qualifications

• Three years of cumulative IT help desk or service desk experience.
• Experience with ticketing systems is preferred.
• Exposure to major incident management is a plus.

Responsibilities

• Provide Level 1/Level 1.5 technical support via telephone for connectivity, telephony, software, hardware, peripherals, and smart devices.
• Collaborate with IT teams to troubleshoot and resolve issues and document steps in the ticketing system.
• Recreate problems and escalate complex issues to Level 2 as needed.
• Identify workflow improvements and contribute to customer satisfaction goals.

Skills

Service desk knowledge

Computers & networks

Troubleshooting

Communication skills

Critical thinking

Empathy

Multitasking

Inbound call management

Knowledge base research

Escalation to Level 2

Quality KPI achievement

Education

High School Diploma

Bachelor's degree preferred

CompTIA certifications preferred

Tools

IT ticketing system

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.

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 have ability 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 elevate 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.

Parkland Health, a leading public hospital system since 1894, offers comprehensive medical services, including trauma care, burn treatment, and community clinics, supporting over one million patients annually.

5200 Harry Hines Blvd., Dallas, Texas 75235, US