Help Desk Agent - Northborough, MA 01532

Help Desk Agent - Northborough, MA 01532 (Northborough, MA, 01532) | 04/07/26

Job Description Job Title:

Help Desk Agent Location:

 Northborough, MA 01532

Mode :

Contract (6+ Months) The L2 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. Help Desk Agent - Northborough, MA 015321Help Desk United States