Service Desk Agent

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 3rd party candidatesThis position is responsible for providing technical and operational support, acting as the First Point of Contact for issue resolution for external providers and internal employees. 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 external clinician network and internal employees, including issues with Apple iPhone and iPad devices, Windows and MacOS / iOS, 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 3rd party candidates