Service Desk Technician

United States·MillersvilleFull Timemid

OtherService TechnicianService Desk TechnicianSkilled Trades & Field Services

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Overview

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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.

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.

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.