Help Desk Agent - Waltham, MA
E-Solutions, Waltham, MA, United States
Job Title:
Help Desk Agent
Location:
Waltham, MA 02451
Mode : Contract (6+ Months)
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.
Help Desk Agent
Location:
Waltham, MA 02451
Mode : Contract (6+ Months)
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.