field service desk technician

Job Description

Summary:

As a Field Help Desk Technician, playing a pivotal role in ensuring seamless IT support. In this dynamic position, you'll spend 75-100% of your time at a key customer site, delivering top-notch help desk and desk-side assistance. Your expertise will be instrumental in resolving user issues, troubleshooting hardware and software problems, and maintaining a positive user experience. The remaining time (if applicable) will be dedicated to handling service desk tickets at OmegaCor's central location. This dual-role offers a unique blend of onsite customer interaction and centralized support, making you a crucial link in our commitment to exceptional IT service delivery.

Essential Duties and Responsibilities:

• Provide 1st and 2nd-level support, responding to and resolving user-reported issues promptly and efficiently.
• Offer deskside assistance at the customer's location, addressing hardware and software problems to ensure uninterrupted workflow.
• Collaborate with end-users to troubleshoot and diagnose technical problems, guiding them through effective problem resolution.
• Log, track, and prioritize service desk tickets in a timely manner, maintaining accurate records of issue resolution and escalation processes.
• Conduct routine maintenance activities, including system updates, patches, and software installations to enhance overall system performance.
• Act as a liaison between end-users and Tier 2/3 support teams, ensuring smooth communication and quick resolution of complex issues.
• Participate in on-site and remote support rotations, addressing service desk tickets at OmegaCor's central location as needed.
• Stay updated on industry best practices and emerging technologies to continually improve technical skills and stay abreast of evolving IT trends.
• Contribute to the development and improvement of knowledge base articles, helping to create a comprehensive repository for issue resolution and user education.

Additional Duties and Responsibilities:

• Participate in a rotating monthly on-call schedule for after-hours support.
• Contribute to technical projects, providing hands-on assistance and expertise as required.
• Participate in assigned technical and soft skills training programs to stay current with industry trends.,
• Expand the knowledge base by documenting new procedures, solutions, and best practices.
• Conduct periodic system audits to identify vulnerabilities and enhance overall system integrity.

Knowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Professional IT Certifications (at least one), such as: MCP, CompTIA Net , ITIL v4 Foundations preferred.
• 2 years of help desk or service desk experience
• Demonstrated expertise in Microsoft 365 applications, including proficiency in troubleshooting and configuring Outlook, Word, Excel, and Teams for optimal user experience.
• Solid understanding of Windows desktop operating systems, with the ability to troubleshoot and resolve hardware and software issues efficiently.
• Proficient in configuring and troubleshooting wireless networks, ensuring seamless connectivity and addressing issues related to signal strength, security, and network performance.
• Experience in providing support for Android and iPhone smartphones, including setup, configuration, and troubleshooting of email synchronization, application installations, and device connectivity.
• Strong analytical skills to diagnose and resolve technical issues promptly, utilizing systematic troubleshooting methodologies to address both hardware and software challenges effectively.
• Excellent verbal and written communication skills to interact with end-users professionally and convey technical information in a clear and understandable manner.
• Strong customer service orientation, with the ability to remain patient and empathetic while guiding users through technical issues and providing a positive support experience.

Benefits:

• Competitive salary based on experience.
• Health, dental, and vision insurance.
• Employer-paid Life, AD&D, Short- and Long-term Disability Insurance.
• 401(k) Retirement plan with company match.
• Paid day time off, including birthdays and holidays.
• Access to Learning Management System with over 5,000 courses.