Job Description

Job Title: Help Desk Agent

Location: Waltham, MA 02451 - Onsite

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.

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