Service Desk Agent II

Summary:

The Service Desk Agent II is responsible for supporting inbound tickets and phone calls to clients and triage needs to higher level engineers as required. This role will provide Tier 2 level support, including level 1 escalations for workstations, servers, virtualization, printers, networks, and vendor specific hardware and software. This position is also responsible for supporting the end user community at the company's locations. This position will provide support for all users experiencing problems with the clinical application software suite, various operating systems, business productivity software, network and Wi-Fi connectivity and other computer related technology.

Accountabilities:

• Duties include end user support, quickly analyze & diagnose application/system issues, creating & updating user accounts in Active Directory & other systems, performs software installs, PC maintenance and maintain communication for planned & unplanned outages.
• Act as the point of contact for all IT related issues. Answers, evaluates, and prioritizes incoming telephone, voice mail, email, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error. Demonstrate excellent verbal and written communication skills.
• Quickly analyze, diagnose and resolve user support issues. Research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.
• Creating and updating tickets via Footprints ticketing system according to specified priority levels. Follows the company'sIT problem and ticket tracking procedures.
• Provides User Account provisioning services, as required by creating and updating user accounts via Active Directory.
• Install software via Active Directory or System Center Configuration Management (SCCM). Provide remote support via GoToAssist, and SCCM.
• Provide basic in-house training to Microsoft application suite; Setup and configuring email for multi-platform mobile devices.
• Assists in the acquisition and installation of personal computers, servers, software, peripheral devices and other necessary equipment.
• Works collaboratively with other IT team members to resolve system problems in a timely fashion.
• Provide technical and troubleshooting assistance to the company'send users, as required.
• Escalate priority and unresolved issues to leadership in order to resolve quickly and efficiently.
• Provide superior customer service, training and support to the company's end users, as required.
• Identify and recommend ways to improve processes to the company'sIT Client Services Team.
• Adhere to company'sIT processes and practices.
• Ability to assist with training, documenting and provide guidance to IT staff as needed & oversight for global tickets.
• Performs other duties as assigned.

Qualifications for the Role:

• High School degree or equivalent required
• Associate's degree in related field preferred
• 3 years of work experience in IT required
• 2 years of experience in Desktop and/or Service Desk Support preferred
• Must demonstrate excellent customer service.
• Excellent written & verbal communication skills.
• Knowledge of triage, track & monitor ticket progress per required SLA & follow escalation procedures.
• Must demonstrate ability to learn quickly and adapt to new & changing environments along with the willingness to take on additional responsibilities.
• Must be able to work both independently and cooperatively in a team setting as needed and follow-up towards the successful completion of assigned tasks.

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