Service Desk Technician

Latitude Inc; Millersville (MD); Presencial; USD 45.000 - 60.000; Jornada completa

Descripción de la vacante

Latitude Inc. is seeking a Field Help Desk Technician to deliver on-site and deskside IT support at a customer location.

You will handle first-level support, troubleshoot hardware and software, and guide users through issue resolution to maintain a positive experience. The role emphasizes 75% time at the customer site, requiring strong Microsoft 365 proficiency and Windows OS troubleshooting skills, with certifications such as MCP, Network+ or ITIL v4 Foundations preferred.

Formación

• 2+ years of help desk or service desk experience.
• Professional IT Certifications (at least one): MCP, CompTIA Network+, ITIL v4 Foundations preferred.
• Proficient with Microsoft 365 apps including Outlook, Word, Excel and Teams.

Responsabilidades

• Provide first-level support and resolve user issues promptly.
• Deliver deskside assistance at the customer site for hardware and software problems.
• Troubleshoot with end-users and guide them to effective resolutions.
• Log and prioritize service desk tickets and maintain accurate records.

Conocimientos

Help desk

Customer service

Herramientas

Microsoft 365

Windows OS

Descripción del empleo

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.