Tier 1 Help Desk

About the role

We are seeking customer-focused and technically minded Help Desk Support Specialists to join a large-scale technology support initiative within the financial services industry. This team will play a critical role in supporting end users during a major enterprise systems integration, helping resolve technical issues and provide exceptional customer service during a period of increased support demand. This is an excellent opportunity for individuals looking to expand their IT support experience in a fast-paced environment while contributing to a highly visible business initiative. This is an on-site contract role based in Franklin, TN, with a duration of 6 months starting November 2026. Participate in a highly visible enterprise technology integration project. Gain experience supporting a large user population during a critical business initiative. Work alongside experienced IT professionals in a collaborative team environment. Opportunity to build technical support, troubleshooting, and customer service skills in a professional setting.

Responsibilities

• Serve as the first point of contact for technical support requests via phone, email, and ticketing systems.
• Provide Tier 1 troubleshooting and support for desktop, application, and user access issues.
• Assist end users with password resets, account access requests, and general system navigation.
• Document, track, and update incidents using a ticket management platform, preferably ServiceNow.
• Troubleshoot Windows 10-related issues and escalate more complex problems when appropriate.
• Maintain accurate records of customer interactions, resolutions, and follow-up actions.
• Deliver a high level of professionalism and customer service in every interaction.
• Support users during a large-scale technology transition and system integration effort.

Requirements

• 1 to 5 years of experience in a Help Desk, Service Desk, Technical Support, or Desktop Support environment.
• Experience working with ticketing systems (ServiceNow preferred).
• Experience performing password resets and user account support functions.
• Knowledge of Windows 10 troubleshooting and desktop support.
• Strong verbal and written communication skills.
• Excellent customer service and problem-solving abilities.
• Ability to effectively prioritize and manage multiple support requests.

Qualifications

• Previous experience supporting enterprise-scale environments.
• Financial services or banking industry experience.
• Strong organizational and documentation skills.
• Experience providing support in a high-volume