Help Desk Representative

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

Location: On-site, 700 President Ronald Reagan Way Nashville, 37219

Client: TN Metro-ITS

Duration: 06+ Months

Job Id: 66293

Job Title: Help Desk Technician

Job Description: Metro ITS is looking for a Help Desk Technician to join our 24x7x365 Tier 1 Help Desk team. The Help Desk is the first point of contact for Metro Nashville employees who need technical assistance. We support customers by phone, email, and service portal. The technician will troubleshoot, resolve, document, and escalate technical issues and service requests. The work can range from simple password and account issues to Windows, Microsoft 365, Outlook, hardware, printers, connectivity, and application problems. Prior Help Desk experience is helpful, but it is not required. We are more interested in finding someone who is curious, willing to learn, can work through a problem, and genuinely wants to build a career in IT.

What You'll Do

• Provide Tier 1 technical support by phone, email, and service portal.
• Troubleshoot common hardware, software, Windows, Microsoft 365, Outlook, account, access, connectivity, printer, and application issues.
• Listen to the customer, ask good questions, and work through problems logically.
• Research unfamiliar issues using knowledge articles, documentation, vendor resources, and other approved sources.
• Document customer interactions, troubleshooting, and resolutions accurately in the service management system.
• Take ownership of assigned incidents and service requests through resolution or appropriate escalation.
• Provide another support team with the information they need when an issue needs to be escalated.
• Learn and follow Help Desk procedures, security requirements, and established processes.
• Take part in training, knowledge sharing, and efforts to improve how the Help Desk works.
• Support your teammates and contribute to a positive team environment.

What We're Looking For

• We are not looking for a resume that simply checks a list of technical boxes. We are looking for someone who wants to learn and figure things out.
• The right candidate:
• Is curious about technology and wants to understand how things work.
• Enjoys solving problems and figuring out why something is not working.
• Will take some time to research and troubleshoot before immediately asking someone else for the answer.
• Is comfortable saying, "I don't know," but then wants to figure out how to find the answer.
• Asks good questions and learns from the answers.
• Can learn new technology, processes, and procedures.
• Takes ownership of their work.
• Accepts coaching and feedback and uses it to get better.
• Communicates well with both customers and coworkers.
• Can work independently but also understands that the Help Desk is a team.
• Has an interest in continuing to develop their technical and professional skills.