IT Help Desk Agent

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. Education - 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. Experience - Prefer a minimum of three years of IT ticketing system experience or exposure. Experience - Prefer a minimum of one year of Major Incident Management experience or exposure. Experience - Prefer entry level software design experience or exposure. Experience - 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+. Certification/Registration/Licensure - 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. Required Tests for Placement Skills or Special Abilities - Must have an intermediate knowledge of computers, computer networks and troubleshooting concepts and ticketing software. Required Tests for Placement Skills or Special Abilities - Must be able to communicate effectively, both verbally and in writing. Required Tests for Placement Skills or Special Abilities - Must have the ability to troubleshoot intermediate level technical problems. Required Tests for Placement Skills or Special Abilities - Must be able to use critical thinking skills to identify work arounds and resolve computer problems. Required Tests for Placement Skills or Special Abilities - Must be able to demonstrate empathy. You may be handling contacts from customers in difficult situations. Required Tests for Placement Skills or Special Abilities - Must be able to multitask as you will have to switch between multiple systems while helping customers. Required Tests for Placement Skills or Special Abilities - Must be able to manage inbound calls in a timely and effective manner. Required Tests for Placement Skills or Special Abilities - Must be able to research customer problems using knowledge base articles and other resources. Required Tests for Placement Skills or Special Abilities - Must be able to provide the right solutions to customers or elevate to the appropriate Level 2 support team. Required Tests for Placement Skills or Special Abilities - 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. Parkland Health, one of the nation’s largest public hospital systems, is dedicated to delivering exceptional care to the Dallas community. A career at Parkland means joining a collaborative, engaged team focused on excellence, innovation, and patient-centered service. Our employees are supported with resources to grow, succeed, and make a meaningful impact every day. #J-18808-Ljbffr