IT Help Desk Agent- Part time

Location: 8435 Stemmons Bldg.\n
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Part-time- days vary \n
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\nPrimary Purpose\n
\nUnder 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.\n
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\nMinimum Specifications\n
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\nEducation\n
\n- High School Diploma Required.\n
\n- Prefer Bachelor's degree in Information Technology; Business or CompTIA certifications.\n
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\nExperience\n
\n- Must have a three years of cumulative experience consisting of intermediate level IT help desk, IT service desk, or technical support experience.\n
\n- Prefer a minimum of three years of IT ticketing system experience or exposure.\n
\n- Prefer a minimum of one year of Major Incident Management experience or exposure.\n
\n- Prefer entry level software design experience or exposure.\n
\n- Prefer entry level network engineering knowledge experience or exposure.\n
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\nEquivalent Education and/or Experience\n
\n- May have an equivalent combination of education and/or experience in lieu of specific education and/or experience as stated above.\n
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\nCertification/Registration/Licensure\n
\n- Prefer CompTIA certifications. CompTIA A+, CompTIA Network+, CompTIA Security+.\n
\n- Prefer Microsoft certification within specific specializations including Office and Windows operating system.\n
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\nRequired Tests for Placement\n
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\nSkills or Special Abilities\n
\n- Must have an intermediate knowledge of a service desk or help desk environment.\n
\n- Must have an intermediate knowledge of computers, computer networks and troubleshooting concepts and ticketing software.\n
\n- Must be able to communicate effectively, both verbally and in writing.\n
\n- Must have the ability to troubleshoot intermediate level technical problems.\n
\n- Must be able to use critical thinking skills to identify work arounds and resolve computer problems.\n
\n- Must be able to demonstrate empathy. You may be handling contacts from customers in difficult situations.\n
\n- Must be able to multitask as you will have to switch between multiple systems while helping customers.\n
\n- Must be able to manage inbound calls in a timely and effective manner.\n
\n- Must be able to research customer problems using knowledge base articles and other resources.\n
\n- Must be able to provide the right solutions to customers or escalate to the appropriate Level 2 support team.\n
\n- Must meet quality KPI (Key Performance Indicators) targets.\n
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\nResponsibilities\n
\n- 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.\n
\n- Interacts with IT teams, IT analysts, and other IT staff members to troubleshoot, identify and resolve technical issues.\n
\n- 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.\n
\n- Simulates or recreates end-user problems in order to resolve computer or software problems.\n
\n- Escalates more complex problems to higher level co-workers or leaders, as needed.\n
\n- Integrates knowledge gained into current work practices.\n
\n- Reports all team member related issues to appropriate management for correction or improvement.\n
\n- Identifies ways to improve work processes and improve customer satisfaction. Makes recommendations to supervisor or manager in support of the overall goals of the department and Parkland.\n
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Requisition ID: 987715