About the role
As a Field Help Desk Technician, playing a pivotal role in ensuring seamless IT support. In this dynamic position, you'll spend 75% of your time at a key customer site, delivering top-notch help desk and deskside assistance. Your expertise will be instrumental in resolving user issues, troubleshooting hardware and software problems, and maintaining a positive user experience.
Responsibilities
- Provide first-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 support teams, ensuring smooth communication and quick resolution of complex issues.
Requirements
- Professional IT Certifications (at least one), such as: MCP, CompTIA Network+, 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.