What are the responsibilities and job description for the IT Service Desk Agent position at A-Line Staffing Solutions?
Title : Service Desk AgentLocation : Dallas, TX – Mon & Fri Remote, Tue, Wed, & Thu OnsiteSchedule : Standard Business Hours – occasional OT, weekend, and / or holiday hours may be required, as neededNote : This is a W2 contract role, and is NOT open to C2C or 3 rd party candidatesThis position is responsible for providing technical and operational support to our clinician network (providers) and employee groups; our clinician network includes healthcare professionals (Nurse Practitioners, Doctors, etc.) who leverage our the healthcare mobile application to host medical screenings, assign and regulate medications, and schedule and capture patient information during appointments. This role will act as the First Point of Contact for external providers and employee groups. This role requires a strong customer-first mindset when interacting with all end users, and will report to the Service Desk Supervisor.Job Duties : Resolve day-to-day technical and application issues for the external clinician network and employee groups, including issues with Apple iPhone and iPad devices, Windows and MacOS / iOS, and Dell peripherals and Logitech webcamsMaintain customer engagement via a technical ticketing system, inbound and outbound phone calls, and email channelsRespond, coordinate, and monitor hardware fulfillment requests for laptops, mobile devices / tablets, and other PC peripherals (monitors, keyboards, mice, webcams, etc.)Escalate and manage tickets transferred to other departments, and keep customer and ticket documentation up to dateCollaborate on ad hoc projects, as neededJob Qualifications : 3-5 years of successful IT Service Desk or Help Desk Support experienceExperience supporting Apple devices and iOS as well as Windows PCs and Windows 10 / 11 OSExperience with web-based applications, mobile device management tools, and IT ticketing systems (Google Workspace, Slack, MaaS360, Workspace One, etc.)Proven analytical and problem-solving abilitiesStrong customer service skills, with a ‘customer first’ mindset and strong written and verbal communication skillsA minimum of a High School Diploma or GED required; Associate’s Degree, Bachelor's Degree, or relevant industry training / certifications in Computer Science preferredNote : This is a W2 contract role, and is NOT open to C2C or 3 rd party candidates#ALINE11
