It Service Desk Agent I

THE ROLE
The IT Service Desk Agent I answers calls, chats, e-mails, and other forms of contact from physicians, clinicians, and hospital/clinic staff to troubleshoot and resolve hardware, software, and workflow issues. Requires an experienced and knowledgeable Information Technology professional with experience troubleshooting, installing, supporting, and maintaining hardware, software, access, and workflow issues. Role is leveraged to support multiple clients simultaneously. When unable to resolve on the initial contact, documents issues to be transitioned to an application support team. Utilize excellent customer service skills to delight end user expectations. Demonstrates ability and willingness to remotely work a varying shift schedule that may include evenings, weekends, and holidays.

• Document issue/request and troubleshooting steps performed thoroughly in an Information Technology Service Management (ITSM) ticket when unable to FCR, following escalation protocols as needed.
• Identify and escalate high-priority issues to appropriate team for patient care or urgent issues.
• Analyze end user issues remotely through qualifying and probing questions via phone and remote-control tools (i.e., Quick Assist, Bomgar, etc.) to view a callers’ screen to pinpoint root cause with a goal of First Contact Resolution (FCR).
• Maintain and expand knowledge of help desk procedures and services to capture issue resolutions and promote continuous improvement and increased FCR.
• Troubleshoot and resolve technical issues for physicians, clinicians, and hospital/clinic staff for technology-related issues related to hardware (i.e., laptop, desktop, printer, kiosk, Android, iOS, etc.), software (i.e., Windows, Active Directory, O365, Microsoft Office, Citrix, MFA, healthcare applications, etc.), access (i.e., password reset, account unlock, security role verification, etc.), network/VPN connectivity, and workflow issues.
• Maintain calm and professional composure in high-pressured situations.
• Demonstrate a customer-centric attitude and provide a high level of professionalism and customer service.
• Collaborate and interface with all members of the Service Desk as a supportive team player.
• Document investigations and resolutions in a timely manner, using research to quickly understand and diagnose issues.
• Resolve issues using standard practices, procedures, approved troubleshooting tools, and workflow processes.
• Partner with end users by guiding through problem solving or workflow training processes.

• 1+ years’ experience troubleshooting peripherals (i.e., printers, scanners, kiosks, label printers, etc.).
• 1+ years’ experience troubleshooting access issues (i.e., password reset, account unlock, security role verification, etc.).
• Highly organized with a demonstrated ability to prioritize work in dynamic and fast-paced environments.
• Ability to maintain calm and professional composure in stressful environments.
• Flexible in schedule to work nights, weekends, and/or holidays, depending on assigned shift.
• 1+ years’ experience troubleshooting hardware issues on laptops and desktops (Dell, HP, Lenovo, Mac, or equivalent).
• 1+ years’ experience troubleshooting Microsoft Windows Operating Systems.
• 1+ years’ experience troubleshooting connectivity issues (i.e., LAN, WiFi, VPN, etc.).
• 1+ years’ experience troubleshooting Microsoft Office suite software (i.e., Outlook, O365, etc.).
• 2+ years customer service experience.
• 1+ years’ experience troubleshooting software issues (i.e., Active Directory, Citrix, healthcare applications, etc.).
• Training and/or working knowledge to troubleshoot mobile devices (phones and tablets) on Android and iOS platforms.
• Ability to apply problem solving skills across repetitive tasks and demonstrate strong logical and analytical thinking skills.
• Must demonstrate and embody Nordic’s maxims.
• Demonstrate strong typing skills (speed and accuracy).
• Strong attention to detail and ability to organize.
• Excellent customer service and communication skills, written and verbal.
• Must enjoy working with technology and be able to learn new hardware/software/technical processes quickly.
• Must be able to work independently, as well as within a team environment.
• 1+ years of proven performance in call center or IT support (i.e., desktop support/field services, Geek Squad, etc.).

• Experience provisioning access in Active Directory and/or Azure.
• Basic understanding of Healthcare Terminology.
• 1+ years’ experience working with ITSM system (i.e., ServiceNow, Remedy, Cherwell, ZenDesk, etc.) preferred.
• Experience troubleshooting Mac.
• Experience troubleshooting VDI, MFA.
• Experience or knowledge with ITIL.
• Bilingual in English and Spanish preferred.
• Industry-specific certification(s) (e.g., CompTIA A+, Microsoft, HDI, etc.) preferred.
• Experience provisioning Microsoft Office licenses, Distribution Lists, Group Mailboxes.
• Experience using remote-control tools (i.e., Quick Assist, Bomgar, etc.).

• Must have a quiet, private working space
• On rare occasion, trips to the Nordic Home Office in Madison, WI may be expected.
• US Remote
• Must have high speed internet availability, directly connected to a router (no wireless).

• Complete assigned projects on an ad hoc basis and assist with other corporate initiatives as necessary, directed, assigned, or requested.
• Adhere to policies and procedures such as HIPAA and client notification expectations.
• Work efficiently and reliably in unsupervised and varying environments.
• Attend and participate in team meetings.