IT Service Desk Agent I
@ Nordic Global

Hybrid
$55,000
Hybrid
Full Time
Posted 10 hours ago

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XXXXXXXXX XXXXXXXXXXX XXXXXXXXX****** @nordicglobal.com
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Job Details

About the IT Service Desk Agent I Role

Make a difference. Be happy. Grow your career as an IT Service Desk Agent I. You will provide level 1 technical support, answering calls, chats, and emails from end users. The role involves troubleshooting, resolving basic IT issues, and documenting incidents for escalation to the application support team.

Key Responsibilities

  • Provide high levels of customer service and technical support
  • Respond to inquiries via phone, chat, and email
  • Troubleshoot issues with Windows 10, Microsoft Office, and network connectivity
  • Document calls and actions in the ticketing system
  • Escalate unresolved issues to higher level support
  • Participate in team meetings and ad hoc projects

Skills and Experience

1+ years experience in IT Service Desk or IT Support, with strong customer service and communication abilities. Knowledge of computer systems, VPN, O365, Active Directory, and Mobile Device Management is required. ITIL training and industry-specific certifications (e.g., CompTIA A+, Microsoft, HDI) are preferred. Proficiency in English is essential, and Spanish is a plus.

Additional Details

Working in Madison, WI is not required but preferred. Occasional trips to the Nordic Home Office in Madison, WI, on-call rotations, and travel up to 5% are expected.

Key skills/competency

  • IT Support
  • Troubleshooting
  • Customer Service
  • Windows 10
  • Microsoft Office
  • VPN
  • Active Directory
  • Remote Assistance
  • Documentation
  • ITIL

How to Get Hired at Nordic Global

🎯 Tips for Getting Hired

  • Customize your resume: Tailor skills to IT support requirements.
  • Highlight certifications: Emphasize ITIL and technical certifications.
  • Research Nordic Global: Understand their culture and projects.
  • Practice troubleshooting: Prepare examples of problem solving.

📝 Interview Preparation Advice

Technical Preparation

Review common IT troubleshooting steps.
Practice using remote support tools.
Study Windows 10 and Microsoft Office functions.
Familiarize with VPN and AD configurations.

Behavioral Questions

Describe a challenging support call.
Explain conflict resolution with users.
Describe managing multiple tasks simultaneously.
Share teamwork experience under pressure.

Frequently Asked Questions