Managed Services

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IT SERVICE DESK AGENT II

The IT Service Desk Agent II provides first and 1.5 level support to organizations by answering calls, chats, and e-mails from end users by troubleshooting IT issues from end-users, and documenting issues to be handed off to an application support team.  This role will also assist in coaching and training IT Service Desk Agent I’s and be available as a resource to Service Desk team members. 

Key Responsibilities

The IT Service Desk Agent II will be responsible for, but not be limited to:

• Providing quick resolutions and excellent customer service
• Supporting and troubleshooting various technology and software such as Windows 10, Microsoft Office products (Word, Excel, PowerPoint, Outlook), network connectivity, VPN connectivity, Citrix, and Mobile Device Management at an advance level
• Serving as an internal escalation point for IT Service Desk Agent I’s in resolving difficult end user issues
• Responding to end users with an analysis of their IT needs through qualifying questions over the phone and may use remote applications to diagnose the needs
• Receiving end user contacts and IT issues via multiple methods including inbound and outbound phone calls, voicemails, chat, and email
• Functioning as a single point of contact for problems referred by other individuals by providing close loop on routine queries
• Resolving the technical issue as quickly as possible, or adequately documenting and transitioning the issue, following escalation protocols, as needed
• Accurately documenting pertinent information for requests and incidents in relevant ticketing system(s)
• Providing needed information on IT products and services to end users
• Documenting IT investigations and resolutions in a timely manner, using research to quickly understand and diagnose issues
• Training and mentoring IT Service Desk Agent I’s and serving as a resource to Service Desk team members
• Maintaining technical documentation and services catalog on installation of software, configuration of hardware and troubleshooting protocols
• Implementing new technical procedures as needed
• Adhering to policies and procedures such as HIPAA and client notification expectations
• Attending and participating in team meetings
• Working on assigned projects on an ad hoc basis and assisting with other corporate initiatives as necessary, directed, assigned, or requested

Skills and Experience

• Post-secondary education or equivalent experience, required
• 2+ year of IT service desk or IT support experience required
• 3+ years of customer service experience
• Experience in supporting Windows 10, AD, O365, Citrix, VPN, and Outlook required
• Experience with system remote management products
• In-depth knowledge of computer systems and devices requirements such as network connectivity, VPN connectivity, and Mobile Device Management required
• Industry-specific certification(s) (e.g., CompTIA A+, Microsoft, HDI, etc.) required at start or within 6 months of hire
• Excellent customer service and communication skills, written and verbal, required
• ITIL training and/or experience desired
• Proficient in English to support our 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 and demonstrate strong logical and analytical thinking skills in a technical environment
• Ability to work nights and weekends, depending on assigned shift
• 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
• Bilingual in English and Spanish preferred.

Additional Details

• Working in Madison, WI, is not required, but preferred.  Trips to the Nordic Home Office in Madison, WI will be expected  
• Ability to take on-call rotations outside of core business hours, including nights and weekends 
• Ability to travel up to 5% of the time