Help Desk Technician I - Nashville, TN

Primary Responsibilities

• Provide first-level technical support to clients via phone, email, or ticketing system in a timely and professional manner.
• Identify, troubleshoot, and resolve technical issues related to hardware, software, and network systems, including but not limited to Mac and PC operating systems, network connectivity, printers, and mobile devices.
• Document all support interactions and resolutions in the ticketing system to maintain accurate records and track issues and provide timely and accurate updates to clients on the status of their service requests.
• Utilize our ticketing system, remote support software, MDM software, and other agent software to provide efficient and effective technical support to clients.
• Document and escalate complex issues to Tier 2 support as needed and continue to learn new skills to reduce escalations and advance within the company.
• Create and maintain detailed documentation of troubleshooting steps and issue resolution for future reference.
• Follow up all communications and actions with emails to confirm what has been done and ensure that the client's time is not wasted.
• Communicate with other members of the IT team to ensure prompt resolution of customer issues.

Skills and Qualifications

• Technical Proficiency:
• 2-3 years of experience in a help desk or technical support role.
• Knowledge and understanding of computer hardware, software, and operating systems for both Mac and PC Platforms (Windows, macOS, Linux).
• Familiarity with common software applications (e.g., Google Workspace, Microsoft 365, Active Directory) and other related software and systems.
• Knowledge of networking fundamentals.
• Troubleshooting Skills:
• Ability to diagnose and resolve hardware and software issues.
• Strong problem-solving skills to identify root causes and implement solutions.
• Ability to follow specific procedures and protocols for technical support and issue resolution.
• Communication Skills:
• Strong communication and documentation skills to ensure efficient and effective technical support.
• Ability to explain technical concepts to non-technical users.
• Active listening skills to understand user issues clearly.
• Customer Service Orientation:
• Strong focus on customer service and satisfaction.
• Patience and empathy when dealing with frustrated users.
• Time Management:
• Ability to prioritize tasks and manage multiple support requests simultaneously.
• Organizational skills to track and document support issues accurately.
• Team Collaboration:
• Ability to work well in a team environment.
• Willingness to collaborate with other IT staff and departments.
• Adaptability:
• Willingness to learn new technologies and adapt to changing environments.
• Flexibility to handle a variety of tasks shift priorities as needed.