IT Help Desk Support Agent Mon- Fri 10am- 6:30pm

Our client, a healthcare system, is seeking an IT Help Desk Support Center Agent to join their team. Under supervision, the IT Help Desk Support Center Agent will perform first level IT support for incidents.Incidents are reported via telephone or electronic media.Incidents include but are not limited to password resets, basic hardware and connectivity issues, application access issues, etc. Provide basic troubleshooting of IT problems, diagnosis of desktop problems and triage of system problems. Log pertinent information for problem documentation, ask appropriate investigative questions in order to determine the nature of the problem and possible solutions, prioritize according to documented protocols, and triage as appropriate.Job Scope/ComplexityWork under guidance and direction. Entry level position. Works calls assigned by automated call system. Work is measured by call productivity.Job Title: IT Help Desk Support Center AgentLocation: Baltimore, MDType: 6-Month Contract to HireHours: Monday - Friday 10:00 am - 6:30 pmThis role will work remotely Monday through Friday 10:00am to 6:30pm. However if there is an outage or training, employees will need to come onsite to downtown Baltimore.Job ResponsibilitiesThe responsibilities listed below are typical examples of the work performed by this position. Not all duties assigned to this position are included, nor is it expected that everyone in this position will be assigned every job responsibility. Answer incoming calls or electronic media. Ask probing questions to assist with the diagnosis, triage, or resolution of problems. Assist customers by resolving problems when able. Log problems to triage problem to another level using the assigned tools for managing problems. Use tools provided (such as knowledge management system) to understand processes, appropriately assign incidents or resolve incidents. Assign priorities to incidents according to documented protocols. Initiate appropriate protocols defined in urgent or critical situations. Escalate issues and initiate communication. Remote into customer devices when appropriate in order to assist in resolving issues. Educate customers in basic processes such as password resets. What’s Required? Experience in basic IT skills, including but not limited to PC literacy, email, basic Windows applications. High School Diploma/GED. Demonstrate exemplary skills in customer service and problem-solving, with a strong work ethic. Excellent interpersonal skills, being a great communicator and listener. Ability to stay calm under pressure and maintain confidentiality. Preferred Job Qualifications Knowledge in the assigned IT environments. Understanding of basic IT networking and computer skills and associated coursework . Understanding of basic clinical terminology. What’s in it for me? Excellent benefits after converting to permanent in 6 months Medical, Dental, Vision, 401k with Match Weekly pay with direct deposit Fortune 500 Company in Financial Sector Dedicated Career Partner to help you achieve your career goals. If this is a role that interests you and you’d like to learn more, click apply now and a recruiter will be in touch with you to discuss this great opportunity. We look forward to speaking with you!About ManpowerGroup, Parent Company of: Manpower, Experis, Talent Solutions, and Jefferson WellsManpowerGroup® (NYSE: MAN), the leading global workforce solutions company, helps organizations transform in a fast-changing world of work by sourcing, assessing, developing, and managing the talent that enables them to win. We develop innovative solutions for hundreds of thousands of organizations every year, providing them with skilled talent while finding meaningful, sustainable employment for millions of people across a wide range of industries and skills. Our expert family of brands – Manpower, Experis, Talent Solutions, and Jefferson Wells – creates substantial value for candidates and clients across more than 75 countries and territories and has done so for over 70 years. We are recognized consistently for our diversity - as a best place to work for Women, Inclusion, Equality and Disability and in 2022 ManpowerGroup was named one of the World's Most Ethical Companies for the 13th year - all confirming our position as the brand of choice for in-demand talent.