Nordic
IT Service Desk Agent I
US - National
Sponsorship not specifiedDetected 1 day ago
ComplianceExcelCustomer SupportVPNHIPAAResearchCommunicationProblem SolvingMicrosoft OfficeCompTIA
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odds of building a lasting career here
16Unrated
Cap-exempt (no lottery)0
Sponsors this role0
Entry-level history0
PERM / green-card track0
Lottery odds40
Fits your clock70
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About the role
- They respond to and diagnose problems through discussion with users, which includes trouble shooting, fault rectification and problem escalation.
- They provide effective and timely resolution of users' problems, queries or complaints.
- They assist in hardware and software evaluation and recommends upgrades or improvements to IT infrastructure.
Requirements
- 1+ years of IT Service Desk or IT Support experience required
Nice to have
- Providing a high level of professionalism and customer service
- Serving as first point of contact for end users seeking IT assistance
- Supporting various technology and software such as Windows 10, Microsoft Office products (Word, Excel, PowerPoint, Outlook), network connectivity, VPN connectivity, Citrix, and Mobile Device Management
- Taking end user calls about issues, resolving the issue during the call, or adequately documenting and transitioning the issue, following escalation protocols, as needed
- Walk end user through IT problem solving or workflow process
- Accurately documenting pertinent information for requests and incidents in relevant ticketing system(s)
- Identifying and escalate high-priority IT issues appropriately
- Documenting investigations and resolutions in a timely manner, using research to quickly understand and diagnose issues
Skills
- Excellent customer service and communication skills, written and verbal
- ITIL training and/or experience desired
- Industry-specific certification(s) (e.g., CompTIA A+, Microsoft, HDI, etc.) preferred
- 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
- 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
- Ability to take on-call rotations outside of core business hours, including nights and weekends
- Ability to travel up to 5% of the time
Company info
- We are committed to creating an inclusive environment for all employees and applicants.
This listing is sourced directly from Nordic's careers page and normalized into a canonical job model.