Service Desk Agent

Job Responsibilities:

• 3 to 5 years of successful work with Service Desk or HelpDesk Support
• ‘Customer First’ Mindset and Collaborative
• Experience supporting Apple iOS and iPad hardware, Window 10/11 and hardware
• Experience with web-based applications and mobile device management tools (Google Workspace, Slack, MaaS360, Workspace One)
• Proven analytical and problem-solving abilities
• Experience with Help Desk ticketing systems
• Strong customer service skills (Written and verbal)

Skills:

• Customer engagement via ticketing system, inbound and outbound, and email channels
• Resolve Apple iPad, iOS, and Signify application support for Clinicians.
• Resolve MacOS, Windows OS devices, Dell Peripherals, and Logitech webcams for internal Health employees
• Respond, coordinate, and monitor hardware fulfillment requests for laptops, tablets/ipads, and PC peripherals (Monitor, Keyboard, Mice, Webcams)
• Escalate and manage tickets transferred to other departments
• Keep customers/end users and ticket documentation up to date
• Ability to work occasional overtime, weekend, and holidays

Education/Experience:

• High School Diploma or equivalent.