Help Desk Technician (Nicholasville, KY)

Responsibilities

• Respond to customer inquiries, incidents, and service requests via phone, email, or ticketing system in a friendly, patient, and professional manner.
• Diagnose and resolve hardware, software, and network-related issues for customers and internal staff to ensure minimal disruption to their workflow.
• Log and track all customer interactions and resolutions accurately in our help desk system, ensuring proper documentation and adherence to established procedures.
• Escalate complex issues to the appropriate teams and follow up on the resolution progress to ensure timely resolution. Collaborate with other IT teams and subject matter experts as needed.
• Aid customers with basic software and hardware inquiries, offering step-by-step instructions and guidance to enhance their understanding and skill set.
• Perform routine maintenance tasks, such as software updates, security patches, and system optimizations, to ensure optimal performance and security.
• Contribute to the creation and maintenance of the company's knowledge base, FAQs, and user guides to empower customers with self-help resources.
• Stay up to date with the latest technologies and industry trends to improve technical skills and provide informed support to customers.

Requirements

• High school diploma or equivalent.
• Relevant certifications (e.g., CompTIA A+, Network+, or Microsoft Certified Professional) are a plus.
• Proven experience in a technical support role, help desk, or IT-related position is preferred but not required for entry-level candidates.
• Proficient in troubleshooting hardware and software issues, familiar with operating systems (Windows, macOS, etc.), basic networking concepts, and productivity applications.
• Strong verbal and written communication skills, with the ability to convey technical information in a clear and understandable manner.
• Demonstrated dedication to delivering exceptional customer service and a positive attitude when dealing with customers of varying technical expertise.
• Analytical and critical thinking skills to assess and resolve technical challenges efficiently.
• Ability to handle multiple tasks simultaneously, prioritize workload, and meet deadlines effectively.
• Collaborative and able to work well in a team-oriented environment.
• Ability and willingness to travel required.

Benefits

• Health, dental, vision, voluntary short term disability, voluntary long term disability, voluntary life insurance, voluntary accident insurance, voluntary hospital indemnity insurance, voluntary identity theft protection, and flexible spending account benefits.
• Paid holidays, paid time off, the Work-Life Balance Employee Assistance Program, and a 401K retirement savings plan.

Schedule

Flexible schedule to accommodate business needs.

Pay

Competitive salary based on experience and qualifications.