IT Help Desk Agent- Level 1 Support

3 months ago

Dallas, United States Parkland Health Full time

Interested in a career with both meaning and growth? Whether your abilities are in direct patient care or one of the many other areas of healthcare administration and support, everyone at Parkland works together to fulfill our mission: the health and well-being of individuals and communities entrusted to our care. By joining Parkland, you become part of a diverse healthcare legacy that’s served our community for more than 125 years. Put your skills to work with us, seek opportunities to learn and join a talented team where patient care is more than a job. It’s our passion.

Primary Purpose Under 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.

Minimum Specifications

Education - High School Diploma Required. - Prefer Bachelor's degree in Information Technology; Business or CompTIA certifications.

Experience - Must have a three years of cumulative experience consisting of intermediate level IT help desk, IT service desk, or technical support experience. - Prefer a minimum of three years of IT ticketing system experience or exposure. - Prefer a minimum of one year of Major Incident Management experience or exposure. - Prefer entry level software design experience or exposure. - Prefer entry level network engineering knowledge experience or exposure.

Equivalent Education and/or Experience - May have an equivalent combination of education and/or experience in lieu of specific education and/or experience as stated above. Certification/Registration/Licensure - Prefer CompTIA certifications. CompTIA A+, CompTIA Network+, CompTIA Security+. - Prefer Microsoft certification within specific specializations including Office and Windows operating system.

Required Tests for Placement Skills or Special Abilities - Must have an intermediate knowledge of a service desk or help desk environment. - Must have an intermediate knowledge of computers, computer networks and troubleshooting concepts and ticketing software. - Must be able to communicate effectively, both verbally and in writing. - Must have the ability to troubleshoot intermediate level technical problems. - Must be able to use critical thinking skills to identify work arounds and resolve computer problems. - Must be able to demonstrate empathy. You may be handling contacts from customers in difficult situations. - Must be able to multitask as you will have to switch between multiple systems while helping customers. - Must be able to manage inbound calls in a timely and effective manner. - Must be able to research customer problems using knowledge base articles and other resources. - Must be able to provide the right solutions to customers or escalate to the appropriate Level 2 support team. - Must meet quality KPI (Key Performance Indicators) targets.

Responsibilities - 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. - Interacts with IT teams, IT analysts, and other IT staff members to troubleshoot, identify and resolve technical issues. - 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. - Simulates or recreates end-user problems in order to resolve computer or software problems. - Escalates more complex problems to higher level co-workers or leaders, as needed. - Integrates knowledge gained into current work practices. - Reports all team member related issues to appropriate management for correction or improvement. - 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.

Parkland Health and Hospital System prohibits discrimination based on age (40 or over), race, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, genetic information, disability, national origin, marital status, political belief, or veteran status. As part of our commitment to our patients and employees’ wellness, Parkland Health is a tobacco and smoke-free campus.

  • IT Help Desk Agent

    2 months ago

    Dallas, United States Parkland Health and Hospital System Full time

    Interested in a career with both meaning and growth? Whether your abilities are in direct patient care or one of the many other areas of healthcare administration and support, everyone at Parkland works together to fulfill our mission: the health and well-being of individuals and communities entrusted to our care. By joining Parkland, you become part of a...

  • IT Help Desk Supervisor

    4 weeks ago

    Dallas, United States Parkland Health and Hospital System Full time

    Interested in a career with both meaning and growth? Whether your abilities are in direct patient care or one of the many other areas of healthcare administration and support, everyone at Parkland works together to fulfill our mission: the health and well-being of individuals and communities entrusted to our care. By joining Parkland, you become part of a...

  • IT Help Desk Supervisor

    4 weeks ago

    Dallas, United States Parkland Health and Hospital System (PHHS) Full time

    Interested in a career with both meaning and growth? Whether your abilities are in direct patient care or one of the many other areas of healthcare administration and support, everyone at Parkland works together to fulfill our mission: the health and well-being of individuals and communities entrusted to our care. By joining Parkland, you become part of a...

  • IT Help Desk Supervisor

    3 weeks ago

    Dallas, Texas, United States Parkland Health and Hospital System (PHHS) Full time

    Job SummaryWe are seeking an experienced IT Help Desk Supervisor to join our team at Parkland Health and Hospital System. The successful candidate will provide leadership and supervision to our Service Desk staff, ensuring excellent technical support and customer satisfaction.Key ResponsibilitiesProvide daily guidance and supervision to Service Desk staff,...

  • IT Help Desk Supervisor

    3 weeks ago

    Dallas, Texas, United States Parkland Health and Hospital System Full time

    Job SummaryWe are seeking a highly skilled and experienced Help Desk Supervisor to join our team at Parkland Health and Hospital System. As a Help Desk Supervisor, you will be responsible for providing leadership, supervision, and technical support to our IT Help Desk team.Key ResponsibilitiesProvide daily guidance and supervision to Service Desk staff,...

  • IT Help Desk Supervisor

    4 weeks ago

    Dallas, Texas, United States Parkland Health and Hospital System (PHHS) Full time

    About the RoleParkland Health and Hospital System (PHHS) is seeking a highly skilled and experienced IT Help Desk Supervisor to join our team. As a key member of our IT department, you will be responsible for supervising a team of Help Desk Support staff in a 24x7x365 call center. Your primary goal will be to ensure that our end-users receive the appropriate...

  • Help Desk Agent Technician

    5 months ago

    Dallas, United States Halifax Full time

    Job Description *Note-This is a Contract role located in Dallas several openings could go perm for the right person! The Tier 1 Help Desk Support Technician’s role is to provide end-user support and maintenance within the organization’s desktop and mobile computing environment, as well as its various conferencing systems; and to implement technology...

  • Help Desk Support Specialist

    4 weeks ago

    Dallas, Texas, United States Zones Full time

    Job Title: Help Desk Analyst IIJoin our team at Zones LLC as a Help Desk Analyst II, providing top-notch technical support to our clients.Job Summary:We are seeking a highly skilled and motivated Help Desk Analyst II to join our team. As a Help Desk Analyst II, you will be the first point of escalation for tickets from the Tier 1 team, maintaining the onsite...

  • Help Desk Support Specialist

    4 weeks ago

    Dallas, Texas, United States DMI Full time

    About DMIDMI is a leading global provider of digital services working at the intersection of public and private sectors. With broad capabilities across IT managed services, cybersecurity, cloud migration, and application development, DMI provides on-site and remote support to clients within governments, healthcare, financial services, transportation,...

  • Help Desk Support Specialist

    4 weeks ago

    Dallas, Texas, United States DMI (Digital Management, Inc.) Full time

    About the OpportunityDMI is seeking a skilled Help Desk Analyst to join our team in Dallas, TX. As a Help Desk Analyst, you will be responsible for providing exceptional customer service and technical support to our clients.Key Responsibilities:Answer Help Desk phones and provide Tier I-II support to users on a variety of issuesRespond to telephone calls,...

  • Front Desk Agent

    3 weeks ago

    Dallas, Texas, United States Canvas Dallas Hotel Full time

    Job SummaryWe are seeking a highly skilled and customer-focused Front Desk Agent to join our team at the Canvas Dallas Hotel. As a Front Desk Agent, you will be responsible for providing exceptional guest service, registering guests, and ensuring a smooth and enjoyable stay for our guests.ResponsibilitiesGuest Registration: Register guests in a friendly and...

  • Help Desk Specialist

    4 weeks ago

    Dallas, Texas, United States BuzzClan Full time

    Job Title: Help Desk Specialist Job Overview We are seeking a dedicated and customer-focused IT Help Desk Specialist to join our team at BuzzClan. The ideal candidate will provide first-level technical assistance to internal and external users, troubleshoot hardware and software issues, and escalate more complex issues to higher-level support...

  • IT Help Desk Supervisor

    4 weeks ago

    Dallas, Texas, United States Parkland Health and Hospital System (PHHS) Full time

    Job SummaryParkland Health and Hospital System is seeking an experienced IT Help Desk Supervisor to lead our Service Desk team. As a key member of our IT department, you will be responsible for supervising Help Desk Support staff in a 24x7x365 call center, ensuring our end-users receive timely and effective technical assistance.Key ResponsibilitiesProvide...

  • Front Desk Agent

    1 month ago

    Dallas, Texas, United States Westin Dallas Downtown Full time

    Job Title: PM Front Desk AgentAt Westin Dallas Downtown, we are seeking a highly skilled and customer-focused PM Front Desk Agent to join our team. As a key member of our front office team, you will be responsible for providing exceptional guest service, ensuring seamless check-in and check-out processes, and maintaining a high level of professionalism in...

  • Front Desk Agent

    7 months ago

    Dallas, United States Omni Hotels Full time

    S are responsible for providing a five-star welcome and departure experience to each guest, as well as, serving as ambassadors throughout the guest's stay. Front Desk Agents make the first impression upon our guests by extending a warm welcome, provi Front Desk, Agent, Omni, Hotel

  • Help Desk Supervisor

    4 weeks ago

    Dallas, Texas, United States Hunt Corporation Full time

    Job Title: Help Desk SupervisorJob Summary:The Help Desk Supervisor is responsible for overseeing the daily operations of the Help Desk team, ensuring that service level agreements and key performance indicators are met. This role involves assessing the team's processes and performance metrics, identifying areas for improvement, and implementing changes to...

  • Help Desk Supervisor

    1 month ago

    Dallas, United States Hunt Corporation Full time

    Job DescriptionCompany Overview: A privately held exploration and production company, Hunt Oil has successfully conducted worldwide petroleum operations for nearly 90 years and is one of the world's leading independent energy companies. The mission of Hunt Oil Company is to be a growth-oriented industry leader respected throughout the world for the quality...

  • Help Desk Supervisor

    1 month ago

    Dallas, United States Hunt Consolidated, Inc. Full time

    Company Overview: A privately held exploration and production company, Hunt Oil has successfully conducted worldwide petroleum operations for nearly 90 years and is one of the world's leading independent energy companies. The mission of Hunt Oil Company is to be a growth-oriented industry leader respected throughout the world for the quality and competency...

  • Help Desk Support Specialist

    4 weeks ago

    Dallas, Texas, United States DMI (Digital Management, Inc.) Full time

    About the RoleDMI is seeking a skilled Help Desk Analyst to join our team in Dallas, TX. As a Help Desk Analyst, you will be responsible for providing technical support to our customers, answering phone calls, and resolving issues in a timely manner.Key Responsibilities Respond to telephone calls, email, and personnel requests for technical support Log and...

  • Help Desk Operations Manager

    3 weeks ago

    Dallas, Texas, United States Hunt Corporation Full time

    Job SummaryThe Help Desk Supervisor will oversee daily operations and prioritize tasks for the Help Desk team, ensuring service level agreements and key performance indicators are achieved. This role involves managing escalated customer issues to resolution on behalf of the Help Desk team, as well as supervising, training, and mentoring the help desk staff...