Help Desk Agent
Yochana, Waltham, MA, United States
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:
Associate's degree in Information Technology or related field; Bachelor's 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.
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:
Associate's degree in Information Technology or related field; Bachelor's 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.