Service Desk Analyst II

Make a difference. Be happy. Grow your career.

The Role

The IT Service Desk Agent II 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. This role also acts as a mentor to ITSD team members, assists in training/coaching, oversees knowledgebase article approvals, and acts as an internal escalation and consultation resource.

Key Responsibilities

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

Troubleshoot and resolve technical issues 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.

• 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).
• Partner with end users by guiding through problem solving or workflow training processes.
• 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.
• Demonstrate a customer-centric attitude and provide a high level of professionalism and customer service.
• Maintain calm and professional composure in high-pressured situations.
• Identify and escalate high-priority issues to appropriate team for patient care or urgent issues.
• 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.
• Maintain and expand knowledge of help desk procedures and services to capture issue resolutions and promote continuous improvement and increased FCR. Approve article content as appropriate.
• Make a good faith effort at resolving more complex ends user issues.
• Collaborate and interface with all members of the Service Desk as supportive team player.
• Work efficiently and reliably in unsupervised and varying environments.
• Adhere to policies and procedures such as HIPAA, Nordic, and client notification expectations.
• Complete assigned projects on an ad hoc basis and assist with other corporate initiatives as necessary, directed, assigned, or requested.
• Assist in the discovery and documentation of new client workflow implementations. Document processes and relay changes to team members as appropriate to aid in First Contact Resolution.
• Provide report to the supervisor concerning calls, as requested.
• Train and mentor Technical Service Desk Agent I's, serving as a resource to ITSD team members. Serve as an internal escalation point for Technical Service Desk Agent I's in resolving difficult customer issues.
• Attend and participate in team meetings.

Required Skills and Experience

• Generally, 3 years of related experience.
• 3+ years customer service experience.
• 3+ years of proven performance in call center or IT support (i.e., desktop support/field services, Geek Squad, etc.).
• 3+ years' experience troubleshooting hardware issues on laptops and desktops (Dell, HP, Lenovo, Mac, or equivalent).
• 3+ years' experience troubleshooting Microsoft Windows Operating Systems.
• 3+ years' experience troubleshooting Microsoft Office suite software (i.e., Outlook, O365, etc.).
• 3+ years' experience troubleshooting peripherals (i.e., printers, scanners, kiosks, label printers, etc.).
• 3+ years' experience troubleshooting software issues (i.e., Active Directory, Citrix, healthcare applications, etc.).
• 3+ years' experience troubleshooting access issues (i.e., password reset, account unlock, security role verification, etc.).
• 3+ years' experience troubleshooting connectivity issues (i.e., LAN, WiFi, VPN, etc.).
• Training and/or working knowledge to troubleshoot mobile devices (phones and tablets) on Android and iOS platforms.
• Highly organized with a demonstrated ability to prioritize work in dynamic and fast-paced environments.

Nordic is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws. We encourage individuals of all backgrounds to apply, including women, minorities, individuals with disabilities, and veterans.