Field Service Desk Technician

Baltimore IT Support | Baltimore IT Services | OmegaCor Technologies; Millersville (MD); On-site; USD 50,000 - 70,000; Full time

Job summary

A leading IT service provider in Millersville seeks a Field Service Desk Technician to deliver exceptional IT support both on-site and remotely. This role involves troubleshooting hardware and software issues, providing deskside assistance, and managing service desk tickets to ensure smooth operations. Ideal candidates will possess key IT certifications and have a strong background in customer service, making them critical to maintaining a positive user experience.

Benefits

Health, dental, and vision insurance

401(k) Retirement plan with company match

Paid time off, including birthday and holidays

Learning Management System with over 5,000 courses

Qualifications

• 2+ years of help desk or service desk experience required.
• Proficiency in Microsoft 365 applications.
• Strong verbal and written communication skills.

Responsibilities

• Provide 1st and 2nd-level support for user-reported issues.
• Conduct routine maintenance including system updates.
• Log and prioritize service desk tickets in a timely manner.

Skills

Troubleshooting

Customer Service

Analytical Skills

Education

Professional IT Certifications (MCP, CompTIA Net+, ITIL v4 Foundations)

Tools

Microsoft 365

Job description

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Join to apply for the Field Service Desk Technician role at Baltimore IT Support | Baltimore IT Services | OmegaCor Technologies

Position Summary

As a Field Help Desk Technician, playing a pivotal role in ensuring seamless IT support. In this dynamic position, you'll spend 50-100% 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.

• 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.
  
  

Position Summary

As a Field Help Desk Technician, playing a pivotal role in ensuring seamless IT support. In this dynamic position, you'll spend 50-100% 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 time off, including birthday and holidays.
• Learning Management System with over 5,000 courses.
  
  

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

OmegaCor Technologies is an equal-opportunity employer. Qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, veteran's status, age, or disability.

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Computer and Network Security

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