[Hiring] IT Service Desk Agent I @Nordic Healthcare Group (NHG)

Role Description

The IT Service Desk Agent provides level 1 support to organizations by answering calls, chats, and e-mails from end users, resolving basic IT issues, and documenting 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.

• Respond to and diagnose problems through discussion with users, including troubleshooting, fault rectification, and problem escalation.
• Provide effective and timely resolution of users’ problems, queries, or complaints.
• Assist in hardware and software evaluation and recommend upgrades or improvements to IT infrastructure.

Qualifications

• 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 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.
• 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.

Requirements

• Ability to work nights and weekends, depending on assigned shift.
• Ability to take on-call rotations outside of core business hours, including nights and weekends.
• Ability to travel up to 5% of the time.

Benefits

• 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.