Junior Service Desk Agent

About the Role

This role is onsite in Hartford, CT and will require 100% onsite presence. Must be flexible on shifts and available starting 11/02 for 4 weeks of onsite training without missing any days.

The IT Service Desk Professional provides first-level technical support to Client's colleagues, business partners, and authorized users through voice calls. The role is responsible for answering inbound support calls, troubleshooting and resolving IT incidents, supporting clinical and desktop applications, documenting issues accurately, and escalating incidents when additional technical assistance is required. The successful candidate will provide professional customer service, take ownership of incidents, and work efficiently in a high-volume voice contact-center environment. The role requires adherence to Client and Endava security, privacy, access-management, and operational procedures.

Key Responsibilities

• Provide technical support through inbound voice calls.
• Ask questions to understand and troubleshoot user issues.
• Resolve incidents during the first call whenever possible.
• Support clinical applications, desktop applications, hardware, access, connectivity, and other workplace technologies.
• Take ownership of incidents through resolution or escalation.
• Explain solutions clearly and provide updates to users.
• Record troubleshooting steps, resolutions, and follow-up actions in the service-management system.
• Escalate unresolved issues to the appropriate technical support team.
• Identify recurring issues and share trends or knowledge gaps with Service Desk leadership.
• Follow security, privacy, access, and data-handling requirements.
• Meet required service-level, quality, productivity, and customer-service standards.
• Participate in rotating shifts and weekend coverage.
• Support training, knowledge transfer, system changes, and other Service Desk activities.

Requirements & Tech Stack

• Previous experience in an IT Service Desk, Help Desk, Technical Support, or Contact Center role.
• Experience providing technical support by telephone in a high-volume environment.
• Basic knowledge of computers, operating systems, applications, hardware, networking, and access management.
• Strong troubleshooting and problem-solving skills.
• Clear verbal communication and good customer-service skills.
• Ability to explain technical information to non-technical users.
• Experience documenting incidents using a service-management or ticketing system.
• Ability to follow procedures and escalation processes.
• Flexibility to work weekends, Saturdays, holidays, or on-call shifts as required.
• Willingness to complete background checks, security screening, and client training.
• Participation in both internal meetings and external meetings via video calls, as necessary.
• Ability to go into corporate or client offices to work onsite, as necessary.
• Prolonged periods of remaining stationary at a desk and working on a computer, as necessary.
• Ability to bend, kneel, crouch, and reach overhead, as necessary.
• Hand-eye coordination necessary to operate computers and various pieces of office equipment, as necessary.
• Vision abilities including close vision, toleration of fluorescent lighting, and adjusting focus, as necessary.
• For positions that require business travel and/or event attendance, ability to lift 25 lbs, as necessary.
• For positions that require business travel and/or event attendance, a valid driver’s license and acceptable driving record are required, as driving is an essential job function.

Qualifications

• Diploma, degree, or equivalent experience in IT or a related field.

Preferred Qualifications

• Experience supporting healthcare, insurance, clinical, or other regulated environments.
• Experience supporting clinical or business-critical applications.
• Experience with Amazon Connect or another contact-center platform.
• Experience with ServiceNow or a similar ticketing system.
• Knowledge of Microsoft 365, Active Directory, and remote-support tools.