IT Service Desk Agent

IT Service Desk Agent

Were seeking an IT Service Desk Agent who answers, monitors and prioritizes Service Desk incidents & requests in a timely & professional manner. This critical position will support multiple business critical applications & infrastructure incidents. The position will have responsibility for most non-maintenance incidents by applying knowledge of system procedures & utilizing the tools provided.

Essential Duties And Responsibilities:

• Creates a positive customer support experience and builds strong relationships through problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude.
• Familiarity with ITIL methodology and data driven to facilitate continuous improvements.
• Analyzes and resolves incidents and requests regarding use of application software or hardware.
• Logs and tracks incidents and requests from identification through resolution.
• Provisions and images user laptops and PC workstations. MS Autopilot, InTune.
• Has knowledge of how to analyze incident & request data and can correlate the data to metrics.
• Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are fulfilled, and customer communication is complete.
• Grows general knowledge of current health-specific products and increasing ability to resolve requests on first contact.
• Maintain proper documentation of current environment configurations, knowledge management, and processes.
• Elevate appropriate issues to the third level support team through proper processes for resolution.
• Ability to communicate effectively to customers and clients while providing necessary updates and troubleshooting steps.
• Manage application and environment deployments and upgrades with a focus on environment stability, availability, and proper documentation.
• Demonstrate teamwork with Senior Analysts, the Support staff, infrastructure, and upper management. Communicate and follow through on any job or task assigned by second level support staff in a timely and accurate manner. Keep management informed of important issues and follow proper escalation procedures.
• Keep abreast of the latest hardware and software developments offered. Establish a thorough knowledge of the systems and procedures
• Performs other duties as assigned.

Education, Skills, And Experience:

• 3+ years' related work experience required.
• Associate's degree or equivalent work experience required.
• Experience using standard Microsoft 365 tool set (Word, Excel, Power Point, Outlook) and service management software (Microsoft Azure, O365, Teams, InTune, Sharepoint, Atlassian).
• Excellent communication skills - written, oral and telephone.
• Strong analytical skills & detailed oriented
• Strong organizational and follow-through skills
• Ability to handle multiple tasks in a fast-paced environment while using sound judgment to make accurate, efficient decisions.
• Must be flexible to work nights/weekends in 24 hour/7 days a week operation and participate in a weekly on-call rotation.

EEO Employer