IT Help Desk Agent - Agent

Parkland Health; Dallas (TX); On-site; USD 42,000 - 56,000; Full time

Job summary

Parkland Health located at 8435 Stemmons Bldg. seeks an IT Help Desk professional to provide Level 1/1.5 support by phone for connectivity, telephony, software, hardware, and smart devices.

You will interact with IT teams and document issues in the ticketing system, using knowledge base articles to troubleshoot and escalate when needed. Candidates should have a High School Diploma, with preferred IT studies or CompTIA certifications, and experience in service desk roles.

Qualifications

• High School Diploma required; additional IT education preferred.
• Experience in IT help desk or service desk environments.
• Certifications such as CompTIA A+/Network+ are preferred.

Responsibilities

• Provide Level 1/Level 1.5 technical support via telephone.
• Assist end-users with connectivity, telephony, software, hardware issues.
• Document issues in the IT ticketing system and reference knowledge base.
• Escalate complex problems to Level 2 as needed.
• Communicate clearly and empathetically with users, manage multiple tasks.

Skills

Customer service

Troubleshooting

Communication

Multitasking

Empathy

Critical thinking

Ticketing system

Research knowledge base

Remote support basics

Problem escalation

Education

High School Diploma

Bachelor's in IT / Business preferred

CompTIA certifications preferred

Microsoft Office certification preferred

Tools

IT ticketing system

Knowledge base access

Job description

Location: 8435 Stemmons Bldg.

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 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.

Requisition ID: 989527