{"tool":"get_job","result":{"requisitionId":"987715","client":"Parkland","title":"IT Help Desk Agent","description":"Location: 8435 Stemmons Bldg.<br><br><b><b> Part-time- days vary </b></b><br><br>Primary Purpose<br>Under general supervision, provide Level 1/Level 1.5 technical support via telephone to clinical and business end-users experiencing issues with connectivity, telephony, software, hardware, peripherals, and smart devices.<br><br>Minimum Specifications<br><br>Education<br>- High School Diploma Required.<br>- Prefer Bachelor's degree in Information Technology; Business or CompTIA certifications.<br><br>Experience<br>- Must have a three years of cumulative experience consisting of intermediate level IT help desk, IT service desk, or technical support experience.<br>- Prefer a minimum of three years of IT ticketing system experience or exposure.<br>- Prefer a minimum of one year of Major Incident Management experience or exposure.<br>- Prefer entry level software design experience or exposure.<br>- Prefer entry level network engineering knowledge experience or exposure.<br><br>Equivalent Education and/or Experience<br>- May have an equivalent combination of education and/or experience in lieu of specific education and/or experience as stated above.<br><br>Certification/Registration/Licensure<br>- Prefer CompTIA certifications. CompTIA A+, CompTIA Network+, CompTIA Security+.<br>- Prefer Microsoft certification within specific specializations including Office and Windows operating system.<br><br>Required Tests for Placement<br><br>Skills or Special Abilities<br>- Must have an intermediate knowledge of a service desk or help desk environment.<br>- Must have an intermediate knowledge of computers, computer networks and troubleshooting concepts and ticketing software.<br>- Must be able to communicate effectively, both verbally and in writing.<br>- Must have the ability to troubleshoot intermediate level technical problems.<br>- Must be able to use critical thinking skills to identify work arounds and resolve computer problems.<br>- Must be able to demonstrate empathy. You may be handling contacts from customers in difficult situations.<br>- Must be able to multitask as you will have to switch between multiple systems while helping customers.<br>- Must be able to manage inbound calls in a timely and effective manner.<br>- Must be able to research customer problems using knowledge base articles and other resources.<br>- Must be able to provide the right solutions to customers or escalate to the appropriate Level 2 support team.<br>- Must meet quality KPI (Key Performance Indicators) targets.<br><br>Responsibilities<br>- Provides Level 1/Level 1.5 technical support via telephone to clinical and business end-users experiencing issues with connectivity, telephony, software, hardware, peripherals, and smart devices.<br>- Interacts with IT teams, IT analysts, and other IT staff members to troubleshoot, identify and resolve technical issues.<br>- Leverages the IT ticketing system to document end-user issue, research knowledge base articles, and document troubleshooting steps performed to resolve the issue or reassign the ticket to a Level 2 team.<br>- Simulates or recreates end-user problems in order to resolve computer or software problems.<br>- Escalates more complex problems to higher level co-workers or leaders, as needed.<br>- Integrates knowledge gained into current work practices.<br>- Reports all team member related issues to appropriate management for correction or improvement.<br>- Identifies ways to improve work processes and improve customer satisfaction. Makes recommendations to supervisor or manager in support of the overall goals of the department and Parkland.<br><br><b>Requisition ID:</b> 987715","department":"IT","departmentId":"6964505cd5e3bc03aee3b689","employmentType":[{"value":"Part Time"}],"datePosted":"2026-05-19T00:00:00.000Z","applyUrl":"https://wd12.myworkdaysite.com/recruiting/parklandhospital/Parkland_Careers/job/8435-Stemmons-Bldg/IT-Help-Desk-Agent_987715/apply/autofillWithResume","attributes":[""],"recruiterAssigned":null,"address":[{"city":"Dallas","state":"TX","country":"USA","zipCode":75235,"address1":"","location":{"type":"Point","coordinates":["",""]}}],"city":"Dallas","state":"TX","zipCode":"75235","country":"USA","brandId":1037707,"createdAt":"2026-05-19T00:00:00.000Z","updatedAt":"2026-05-20T07:10:00.695Z"},"summary":"Job details for IT Help Desk Agent"}