Title: Service Desk Agent

Location: Dallas, TX – Mon & Fri Remote, Tue, Wed, & Thu Onsite

Schedule: Standard Business Hours – occasional OT, weekend, and/or holiday hours may be required, as needed

Note: This is a W2 contract role, and is NOT open to C2C or 3^rd party candidates

This 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 webcams
• Maintain customer engagement via a technical ticketing system, inbound and outbound phone calls, and email channels
• Respond, 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 date
• Collaborate on ad hoc projects, as needed

Job Qualifications:

• 3-5 years of successful IT Service Desk or Help Desk Support experience
• Experience supporting Apple devices and iOS as well as Windows PCs and Windows 10/11 OS
• Experience with web-based applications, mobile device management tools, and IT ticketing systems (Google Workspace, Slack, MaaS360, Workspace One, etc.)
• Proven analytical and problem-solving abilities
• Strong customer service skills, with a ‘customer first’ mindset and strong written and verbal communication skills
• A minimum of a High School Diploma or GED required; Associate’s Degree, Bachelor's Degree, or relevant industry training/certifications in Computer Science preferred

Note: This is a W2 contract role, and is NOT open to C2C or 3^rd party candidates

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