Field Service Desk Technician - OmegaCor Technologies

Summary:

As a Field Help Desk Technician, playing a pivotal role in ensuring seamless IT support. In this dynamic position, you'll spend 75-100% 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 day time off, including birthdays and holidays.
• Access to Learning Management System with over 5,000 courses.

Disclaimer: Background Check and Drug Screening

As part of our commitment to providing a safe and secure work environment, OmegaCor Technologies conducts background checks on all prospective employees.

Background Check: Candidates who receive a conditional offer of employment will be subject to a comprehensive background check. This check may include, but is not limited to, verification of employment history, education, criminal records, and other relevant information.

Please be advised that the results of the background check are used to make informed hiring decisions. Any offers of employment are contingent upon the successful completion of the background check.

By applying for this position, you acknowledge and consent to the background check process. Thank you for your understanding and cooperation.

OmegaCor Technologies is an Equal Opportunity Employer.