Find JobsSalary EstimateCareer AdviceUpload ResumeEmployers / Post JobProfileMessage Center

Desktop Support Technician

Ovation Workplace Services Inc

Brentwood, NY

Apply
JOB DETAILS
SALARY
$45,000–$49,000 Per Year
SKILLS
Apple, Communication Skills, CompTIA A+, Customer Satisfaction, Customer Support/Service, Desktop Administration, Documentation, Electrical Wiring, Energy & Utilities, Enterprise Application Integration (EAI), Enterprise Applications, IT Service Management (ITSM), Identify Issues, Information Technology & Information Systems, MCP - Microsoft Certified Professional, Microsoft Windows System Administration, Modems, Network Connectivity, On Site Support, Operations, Operations Management, Presentation/Verbal Skills, Problem Solving Skills, Record Keeping, Salesforce.com, ServiceNow, Staff Training, Team Player, Technical Operations, Technical Support, Writing Skills
LOCATION
Brentwood, NY
POSTED
1 day ago

Job Purpose

The L2 IT Support Technician role is responsible for providing advanced technical support to National Grid 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

Note: Will be required to install and configure connectivity/modem devices in service trucks, including connecting equipment to vehicle power (12V wiring) to support communication and emergency connectivity needs.

About the Company

O

Ovation Workplace Services Inc