Job Summary

Position Title: Field Force Help Desk Agent Location: Warwick Department: UTOC Reports To: Field Force Help Desk Manager/GTO/UTOC? Job Purpose The L2 IT Help Desk Support role is responsible for providing advanced technical support to field 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. Main Interfaces • Field Workers • IT Support Teams • Operations Management Leadership Qualities & Business Skills • Ability to work independently and as part of a team. • Strong organizational skills and attention to detail. • Commitment to continuous learning and professional development. ________________________________________

Key Responsibilities

Position Title: Field Force Help Desk Agent Location: Warwick Department: UTOC Reports To: Field Force Help Desk Manager/GTO/UTOC? Job Purpose The L2 IT Help Desk Support role is responsible for providing advanced technical support to field 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. Main Interfaces • Field Workers • IT Support Teams • Operations Management Leadership Qualities & Business Skills • Ability to work independently and as part of a team. • Strong organizational skills and attention to detail. • Commitment to continuous learning and professional development. ________________________________________

Skill Requirements

Position Title: Field Force Help Desk Agent Location: Warwick Department: UTOC Reports To: Field Force Help Desk Manager/GTO/UTOC? Job Purpose The L2 IT Help Desk Support role is responsible for providing advanced technical support to field 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. Main Interfaces • Field Workers • IT Support Teams • Operations Management Leadership Qualities & Business Skills • Ability to work independently and as part of a team. • Strong organizational skills and attention to detail. • Commitment to continuous learning and professional development. ________________________________________

Other Requirements

NA