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Latitude Inc

Posted 27 months ago

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Service Desk Technician

Millersville, MDOn-siteFull-time

AI Summary

A Field Help Desk Technician provides first-level IT support at a customer site, resolving user issues, troubleshooting hardware and software, logging service desk tickets, and liaising with Tier 2 teams to ensure smooth workflow and positive user experience.

About this 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.

    • Skills

    CompTIA Network+ITIL V4 FoundationsMCPMicrosoft 365OutlookServiceNowTeamsWindows 10Windows 11

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