Help Desk Agent

Northborough, MA - USA

Monthly Salary: Not Disclosed

Posted on: 7 days ago

Vacancies: 1 Vacancy

Job Summary

Job Title: Help Desk Agent

Location: Northborough MA

Mode : Contract

The L2 IT Help Desk Support role is responsible for providing advanced technical support to client workers. This position ensures that all IT-related issues are resolved efficiently enabling field personnel to perform their duties without interruption. The role requires a strong understanding of field applications (EX: Salesforce Lemur AVLS OMW etc) and devices (Ex: Truck mounted Toughbooks IOS devices Modems Drivecams) excellent problem-solving skills and the ability to communicate effectively with non-technical staff.

Key Accountabilities

Technical Support: Provide phone-based support for IT issues related to hardware software and network connectivity for field workers.
Troubleshooting: Diagnose and resolve technical issues escalating issues to other support teams when necessary.
Documentation: Maintain accurate records of support requests and resolutions in the IT service management system (Currently Service Now).
Training: Assist in training field workers on new technologies and IT systems to enhance their operational efficiency.
Collaboration: Work closely with IT teams and field operations to ensure seamless integration of technology in daily operations.

Knowledge Experience & Technical Know-How

Education: Associates degree in Information Technology or related field; Bachelors degree preferred.
Experience: Minimum of 2 years of experience in IT support preferably in a utility or field service environment.
Technical Skills: Proficiency in troubleshooting Windows IOS operating systems and Enterprise software applications.
Communication Skills: Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users.

Qualifications

Certifications: Relevant IT certifications (e.g. CompTIA A Microsoft Certified Professional Apple Certified Support Professional (ACSP)) are a plus.
Problem-Solving: Demonstrated ability to analyze problems and develop effective solutions.
Customer Service: Strong customer service orientation with a focus on user satisfaction.

Job Title: Help Desk Agent Location: Northborough MA Mode : Contract The L2 IT Help Desk Support role is responsible for providing advanced technical support to client workers. This position ensures that all IT-related issues are resolved efficiently enabling field personnel to perform their d...