Curious Help Desk Technician — Learn, Troubleshoot & Grow

nLeague; Nashville (TN); On-site; USD 40,000 - 60,000; Full time

Job summary

TN Metro-ITS is seeking a Help Desk Technician to join our 24x7x365 Tier 1 Support team in Nashville, TN. The role focuses on first-contact resolution for employees, handling issues via phone, email, and a service portal, and escalating when necessary.

The ideal candidate is curious, eager to learn, and comfortable researching problems to provide timely solutions while documenting all steps in the service management system.

Qualifications

• Curious about technology and eager to learn.
• Enjoys solving problems and identifying root causes.
• Comfortable researching and troubleshooting independently.
• Communicates clearly with customers and teammates.
• Takes ownership and accepts feedback to improve.

Responsibilities

• Provide Tier 1 technical support by phone, email, and service portal.
• Troubleshoot issues across hardware, software, Windows, M365, Outlook, printers, and connectivity.
• Listen, ask questions, and work through problems logically.
• Research unfamiliar issues using knowledge articles and vendor resources.
• Document interactions and resolutions in the service management system.
• Take ownership of incidents and escalate when needed.
• Support other teams with needed information for escalation.
• Learn and follow Help Desk procedures and security requirements.
• Participate in training and knowledge sharing to improve Help Desk operations.
• Support teammates and contribute to a positive team environment.

Skills

Curious about technology

Problem solving

Independent learner

Clear communication

Team oriented

Job description

TN Metro-ITS is seeking a Help Desk Technician to join our 24x7x365 Tier 1 Support team in Nashville, TN. The role focuses on first-contact resolution for employees, handling issues via phone, email, and a service portal, and escalating when necessary.

The ideal candidate is curious, eager to learn, and comfortable researching problems to provide timely solutions while documenting all steps in the service management system.