HITS Service Agent

The HITS Service Agent is responsible for providing IT services for all the client/staff needs of HHS and its Partners.  The HITS Service Agent supports our client and staff needs via the Helpdesk and at HHS offices located at the various HHS Sites. The HITS Service Agent provides incident diagnosis, analysis, reporting, initial incident resolution, problem identification and management and escalation as required, participate in on-call support as required, project development, administration of technology upgrades, replacement, general moves, adds and deletes etc., all with minimal supervision. The following are some of the duties described:

•             Serve as the first point of contact for customers seeking technical assistance via phone and email

•             Managing help desk tickets in a timely manner and document customer interactions

•             Follow-up with customers to ensure issues are resolved

•             Performing remote troubleshooting using diagnostic techniques and pertinent questions to resolve hardware and/or software issues

•             Maintain technical documentation for installation of software, configuration of hardware and problem troubleshooting

•             Use feedback from customers to improve problem-solving techniques, customer service and make recommendations on areas to improve.

•             End User Support providing remedial service to a wide range of products including but not limited to PCs, printers, laptops, mobile devices and Workstations on Wheels.

1. College or University Diploma (or equivalent)

2. Minimum 1 - 2 years months experience troubleshooting equipment hardware/software (PC, printer, hand helds, wireless etc.)

3. Working knowledge Microsoft Windows environments, MS Office, Outlook

4. Excellent problem solving and organizational skills

5. Excellent interpersonal skills

6. Demonstrated ability to communicate effectively with staff and vendors at all levels

7. Experience working in a fast passed inbound Helpdesk environment

8. Experience working with call tracking software preferred

9. Experience working in a fast paced environment preferred

10. Demonstrated ability to work effectively in a team environment

11. Demonstrated ability to work on own initiative, organize and establish priorities within multiple projects and tasks

12. Knowledge of EPIC an asset

13. Demonstrated Project Management experience an asset

14. Recognized and current credentials (A+...) an asset

15. ITIL Certification