What are the responsibilities and job description for the Help Desk Agent position at Raas Infotech?
Job Title: Help Desk Agent
Location: Waltham, MA 02451 / Onsite
Duration: long Term Contract
IT Help Desk Support role is responsible for providing advanced technical support to client workers.
This position ensures that all IT-related issues are resolved efficiently, enabling field personnel to perform their duties without interruption.
The role requires a strong understanding of field applications (EX: Salesforce, Lemur, AVLS, OMW, etc) and devices (Ex: Truck mounted Toughbooks, IOS devices, Modems, Drivecams), excellent problem-solving skills, and the ability to communicate effectively with non-technical staff.
Key Accountabilities
· Technical Support: Provide phone-based support for IT issues related to hardware, software, and network connectivity for field workers.
· Troubleshooting: Diagnose and resolve technical issues, escalating issues to other support teams when necessary.
· Documentation: Maintain accurate records of support requests and resolutions in the IT service management system (Currently Service Now).
· Training: Assist in training field workers on new technologies and IT systems to enhance their operational efficiency.
· Collaboration: Work closely with IT teams and field operations to ensure seamless integration of technology in daily operations.
Knowledge, Experience & Technical Know-How
· Education: Associate's degree in Information Technology or related field; Bachelor's degree preferred.
· Experience: Minimum of 2 years of experience in IT support, preferably in a utility or field service environment.
· Technical Skills: Proficiency in troubleshooting Windows, IOS operating systems, and Enterprise software applications.
· Communication Skills: Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
Qualifications
· Certifications: Relevant IT certifications (e.g., CompTIA A , Microsoft Certified Professional, Apple Certified Support Professional (ACSP)) are a plus.
· Problem-Solving: Demonstrated ability to analyze problems and develop effective solutions.
· Customer Service: Strong customer service orientation with a focus on user satisfaction.
Pay: $20.56 - $24.58 per hour
Expected hours: 40.0 per week
Benefits:
- 401(k)
Work Location: On the road
Salary : $21 - $25