Help Desk Agent

Help Desk Agent

Location: Brooklyn, NY / Northborough, MA

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.

Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.