Helpdesk Technician
Pay Rate: $28.00/HR W2
Hours: Normal Business Hours
Location: Nashville, TN
Duration: 3 months

Job Summary:
The Tier One Help Desk Technician is the first point of contact for our clients, providing White Glove technical support and assistance for various IT related issues with a focus on maintaining client satisfaction and ensuring the smooth operation of their IT systems.

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.
• Meet or exceed established KPIs, including customer satisfaction (CSAT) scores, and time to first contact on a ticket (with a focus on responding as promptly as possible to ensure high customer satisfaction and timely resolution)
• Participate in team meetings and contribute ongoing knowledge base development and improvement of support processes.
• Participate in training and development opportunities to improve technical knowledge and skills.
• Maintain a strong understanding of company products, services, and technologies to provide effective support.
• Stay updated on industry trends and best practices in IT support and customer service.

Qualifications:

• 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)
• Knowledge of mobile device software.
• Familiarity with common software applications (e.g., Google Workspace, Microsoft 365, Active Directory) and other related software and systems.
• Knowledge of networking fundamentals.