IT Support Technician

Job Purpose

The L2 IT Support Technician is responsible for providing advanced technical support to client 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 3 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.

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.