IT Helpdesk Specialist - Call Center

About the role

The IT Helpdesk position at ITCON Services is a 100% hands-on role providing enterprise-level technical support for both company and project team endeavors.

Responsibilities

• Provide highly technical expertise in enterprise systems and cloud systems, ensuring efficient resolution of IT issues across multiple platforms.
• Provide comprehensive help desk support on IT Hardware and Software Systems and Applications.
• Accurately record and track all support requests.
• Mentor junior staff and take 100% ownership of tasks assigned.

Requirements

• Bachelor's degree and five (5) years of relevant work experience.
• Must be able to obtain a Public Trust clearance.
• Must be a US Citizen or Green Card holder.
• Minimum 5 years of experience as an Enterprise Services Desk Specialist.
• Technical expertise in enterprise systems and cloud systems.
• Extensive experience with Microsoft 365 platform support and troubleshooting.
• Experience with AWS and Google cloud platforms.
• Proficiency in providing help desk support on IT Hardware and Software Systems.
• Experience with various enterprise applications and software solutions.
• Ability to accurately record and track calls using help desk software.
• Strong problem-solving and troubleshooting skills.
• Excellent communication skills for technical support interactions.
• Experience with ticket management and tracking systems.
• Knowledge of ITIL best practices for service desk operations.
• Experience in Agile/Scrum methodology and tools (such as Version One, Rally, or JIRA).

Qualifications

• Cloud certified (Microsoft Azure, AWS, Google Cloud, or similar).
• ITIL certification.
• Experience with remote support tools and technologies.

Skills

• Strong problem-solving and troubleshooting skills.
• Excellent communication skills for technical support interactions.
• Ability to accurately record and track calls using help desk software.
• Knowledge of ITIL best practices for service desk operations.
• Experience in Agile/Scrum methodology and tools (such as Version One, Rally, or JIRA).
• Proficiency in providing help desk support on IT Hardware and Software Systems.
• Experience with various enterprise applications and software solutions.
• Technical expertise in enterprise systems and cloud systems.
• Extensive experience with Microsoft 365 platform support and troubleshooting.
• Experience with AWS and Google cloud platforms.

Benefits

At ITCON, we offer competitive compensation, paid training and development opportunities, healthcare benefits that start on your first day, commuter benefits, work-life balance, and the opportunity to work alongside an amazing and growing team.

Pay

This position is on-site in our Nashville, TN office.